Purpose of Job In this role, the person will act as the owner of the Net Promoter System in the GCC and will be the key subject matter expert for the GCC business organization. Key purpose of the job stands in maintaining, further developing and deploying the NPS system to ensure the business organization is provided with the required tools and appropriate mind-set to act upon consumer feedbacks and increase the level of satisfaction of our LAS/LAU with respect to our brand/products and channels/programs. As part of the role, the person will also be in responsible for providing data insights that will contribute to the overall commercial strategy by helping optimize the Consumer Journey, and design an Omni-Channel consumer experience accross markets, that deliver against the awareness, acquisition & retention strategies
Role Manage the infrastructure and operational aspect of the Net Promoter Score system in the GCC in close collaboration with the Global NPS team and the global NPS vendor : system maintenance, data mapping, data cleansing, analysis, and ongoing validation of NPS journeys deployed in these markets.
In charge of the reporting associated with the Net Promoter Score in all GCC Markets (KWT-KSA-UAE) : Translating NPS data and trends, Voice of Customer, and Consumer Journey data into actionable insights, operational improvements, and feedback loops across the organization Lead and shadow NPS leads from different channels and markets, ensuring they will act upon consumer feedbacks implementing the adequate mindset and way of working -> Responsible to monitor performance in terms of callbacks/nps trend and actions implemented as well as the overall inner loop process (huddles and huddles reporting) Leverage research, analysis and internal data to identify pain points and uncover opportunities along the Consumer Journey; Build on these findings and on market dynamics to help design omni-channel experiences that address uncovered consumers needs while delivering on business objectives. Create Consumer Journey and Consumer Experience measurement reports to to identify and evaluate trends and optimize commercial initiatives in the markets. Work closely with Marketing and Digital, Commercial, and Market teams to identify and implement programs and initiatives focused on providing an optimal consumer experience across all touchpoints. Plan frequent huddles with all cross functional teams to share latest learnings and insights while driving them to take actions to address the consumer experience gaps. Monitor progress against the agreed solutions Minimum 3 years of experience in market research, customer experience, analytics, program management or other relevant area.
Previous hands-on experience on CX is preferred.
Function specific Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights. The ideal candidate is energetic, confident, and solutions-focused with an interest in strategy, research, and data. The ability to think strategically about the business and challenge the status quo thought process. Team player and collaborates well with other team members from diverse backgrounds and work styles. Great communication skills, both written and verbal. Be comfortable reaching out and making connections throughout the organization as well as leading meetings. Expertise for visualization of data and insights is preferred