Customer Experience & Insights Manager
We have a great opportunity for a Voice of the Customer Experience & Insights Manager (Voice of the Customer Senior Manager – VOCSM)to join a global brand and one of the leading digital businesses in the region.
Your role as the VOCSM would be along with the Customer Team to gather feedback from the customer touchpoints, using this feedback to identify improvement areas and drive improvement across the product and services. You’ll take ownership of the VOC program and support the company’s roadmap for improving the customer experience.
You’ll be responsible developing Voice of the Customer programmes, new hire training and training of new systems, processes, products & services and the design of all quality standards across the customer care delivery channels. You’ll be tasked with monitoring the standards of all customer contacts, such as calls, emails, social media and live chat, using this, the feedback findings from QA team and customer care KPIs, you’ll develop training modules and materials to improve customer experience. You will define and implement VOC collection points, including; call monitoring, customer satisfaction surveys and touchpoint NPS, directing all aspects of VOC data collection, analysis and process improvement recommendations from all collection points and utilise all data collected via VOC initiatives, prepare reports with findings and recommendations to drive changes towards a better customer experience.
Do you have minimum of 5 years’ customer care experience, 3 of which in a supervisor or managerial role in a digital business? A strong knowledge of contact centre operations and related technologies, along with digital service tools for CSAT & NPS?
If yes to the above, and you want to be part of one of the biggest digital business in the region, who have a strong passion for customer service, this could be the role for you!
This would see you working and living in Dubai, United Arab Emirates, whether you’re looking for a change in climate or lifestyle, here you can enjoy some of the finest beaches, leisure facilities and nightlife available, whilst providing both high quality healthcare and education, and a wide range of living accommodation. Dubai offers one of the most stable, safe and secure places to live in the world.
In return, this position is offering up to 25k AED p/month tax-free (this converts to £5,000 or 5,500 Euros p/month tax-free) along with visa, healthcare insurance and annual airline tickets.