Customer Experience Lead

Job Title: Customer Experience Lead

Job Location: Abu Dhabi, UAE

Duration: Permanent Position

Role Purpose: The CX Lead supports the communications
and client engagement programs and develops innovative approaches to research,
collaboration, and client satisfaction measurement that create improved value
for the organization and enhanced experiences for clients.  

Key Accountabilities:

Strategy

·        
Develop and maintain strategic business
relationships with major accounts to promote brand awareness while achieving
high levels of customer satisfaction and trust.

·        
Advise on best strategy to retain long-term client
relationships by understanding the client strategy and business

·        
Validate the company’s strategic priorities with
regards to the objective of maintaining and strengthening positioning within
key accounts

·        
Contribute to the development and execution of the
company’s strategic objectives.

·        
Regularly liaise with key client stakeholders to
ensure client advocacy and satisfaction on delivered services. Ensure adherence
on expected performance levels, and proactively identifying new requirements.

·        
Contribute to the company’s profitability by managing
account profitability and performance targets by identification of
opportunities for Sales and DBX teams.

·        
Design short and long-range growth strategies and
prepares execution plans to achieve targets

Operations

·        
Supports the development, implementation and
evaluation of strategic, tactical and operational client, engagement plans,
programs, and initiatives to align with the organization client service vision
and strategies.

·        
Recommend the Senior Executives on client satisfaction
measures, client experience strategies, programs, initiatives and emerging
issues to enable client-centric strategic decision processes and major or
critical issues response

·        
Plan and provide leadership to the implementation of
integrated client engagement and communication initiatives to improve and
enhance the perceptions and experience of clients.

·        
Support specific client research programs, dialogue
and other forms of engagement to understand key concerns and issues and inform
review and enhancement of client services and service delivery models.

·        
Drive the ongoing development of a client service
culture across the organisation, supported by effective policy and process
frameworks and responsive client service systems to embed best practice
client-centric behaviours.

·        
Identify opportunities for enhanced service delivery
through online and e-services delivery, and the application of social media,
mobile apps and technologies to optimise client experience in alignment with
the marketing lead.  Work on the proper
messaging package that is internal and external for CX with marketing team as
well as workshops.

·        
Support all project/program economics to include
costs, operational budgets, staffing requirements, sub-contractors, resources,
and risk including the direct management of large projects or programmes

·        
Provide a direct interface to the client and ensure
project delivery excellence

·        
Facilitate the creation of communication plans,
ensuring that appropriate information is exchanged among key stakeholders

·        
Identify and recommend contingency measures.  Maintain awareness of emerging technologies and
Project/Program Management techniques

·        
Ensure proper use of systems, tools, methodologies,
and technology to prepare for decision-making and to achieve project health.

·        
Monitor emerging technologies for potential to
maximize business performance

·        
Ensure proper project and Service Delivery reports
are in place

Job Competencies:

Competency:

Ensure Organizational and Team Member
Success

Proficiency Level: Exceptional

Description of Competency:

·        
Set organizational/team member goals, standards and
success measures,

·        
Work collaboratively with organizational peers,

·        
Provide performance feedback to improve performance
or develop the perso

Competency:

Increase
Stakeholder Buy-in and Support

Proficiency Level: Exceptional

Description of Competency:

·   
Identify key stakeholders and sponsors

·   
Gain/maintain enthusiastic support from
sponsors/influencers

·   
Build important relationships

Competency:

Increase
Client Satisfaction

Proficiency Level: Exceptional

Description of Competency:

·        
Respond to client needs with foresight, understanding
and dedication

·        
Provide best-in-class services/products to meet
client needs

·        
Manage programs/projects to meet contractual
obligations

·        
Help the client to provide best in class services to
existing clients by driving excellence within the Delivery Management
organization

·        
Support the identification of optimal solutions able
to fully meet client’s needs as well as to produce satisfactory economics for
the company

·        
Manage capabilities to meet contractual obligations;

·        
Meet all client commitments

·        
Act with a sense of urgency and with a long-term
perspective.

·        
Effectively prioritise to ensure optimal focus on
high impact high value problems/opportunities

Competency:

Increase New Business Opportunities

Proficiency Level: Proficient

Description of
Competency:

·        
Help translate client objectives and critical
success factors into actionable IT solutions and delivery models

·        
Identify compelling value-propositions,

·        
Where appropriate ensure leading innovation is
exploited to a client’s advantage,

·        
Ensure solutions meets client requirements and give the
Client a competitive advantage and improve Injazat expected business
impact/benefit

·        
Identify and support new business opportunities

·        
Share new business opportunities with Sales engagement
organization to best leverage innovations and revenue realisation

Competency:

Deliver
Business Value

Proficiency Level: Exceptional

Description of Competency:

·   
Determine and document business growth opportunities

·   
Work with Sales and Solutions team to Design
solutions that support the client’s strategic direction

·   
Inspire significant changes in the
technical/operational environment that increase client revenue, decrease cost
or increase productivity.

Competency:

Achieve Financial Targets

Proficiency Level: Exceptional

Description of Competency:

·        
Participate in the development of financial plans;

·        
Meet budget targets for Backlog renewals; 

·        
Forecast and outlook financial needs on a monthly,
quarterly, and annual basis;

·        
Meet financial commitments

Competency:

Commit to Client Service

Proficiency Level: Exceptional

Description of Competency:

·        
Create a culture which embraces high quality client service
across the organisation, ensuring that management systems and processes drive
service delivery outcomes

·        
Engage and negotiate with stakeholders on strategic
issues

related to
government policy, standards of client service

and
accessibility, and provide expert, influential advice.

·        
Ensure that responsiveness to client needs is
central to

the organization’s
strategic planning processes

·        
Set overall performance standards for service
delivery across the organisation and monitor compliance

Competency:

Relationships

Communicate Effectively

Proficiency Level: Exceptional

Description of
Competency:

·        
Articulate complex concepts and put forward
compelling

arguments and rationales to all levels and types of audiences

·        
Speak in a highly articulate and influential manner

·        
State the facts and explain their implications for
the

organisation and key stakeholders

·        
Promote the organization’s position with authority
and

credibility cross-government, cross-jurisdictionally and

outside of government

·        
Actively listen, and identify ways to ensure all
have an

opportunity to contribute

·        
Anticipate and address key areas of interest for the
audience

and adapt style under pressure

Competency:

Crisis Management

Proficiency Level: Exceptional

Description of
Competency:

·   
Accountable for providing approval on BCMS documents
and strategies

·   
Periodically monitor the effectiveness of BCMS
through ‘Management Review’ meetings

·   
Accountable for Emergencies/Crisis for immediate
response, recovery response and restoration to normal, communication with the
media; and above all the safety and security of the employees

·   
Initiate Emergency/Crisis declaration and activation
of recovery plans

Prioritize activities during recovery
and de-activation of Recovery Plans

Performance Indicators 

Finance

·  
Account transformation revenue mix & best
shoring

·  
Achieve a minimum of recoverability as per target.

·  
New Opportunity Identification

Non-Financial

·  
Increase client satisfaction level with all
contracted services.

·  
Compliance with targeted Net promoter score (NPS)

·  
% Retention Rate

·  
Increase Client use cases

·  
Ensure high quality project delivery

·  
Achieve targeted utilization level

QUALIFICATIONS,
EXPERIENCE AND SKILLS

Minimum Qualifications

·      Bachelor’s
Degree or above in Computer Science, Information Systems Management, Business
Management or a related field. 

Minimum Experience

·        
6-8 years relevant experience in
IT Management or client experience executive role or similar working in a local
or international IT Outsourcing service provider environment.

·        
Solid understanding of IT service
best practice.

·        
Experienced
with financial management, working closely with vendors and working with
contracts

·        
Solid
experience in Project Management 

Job
Specific Skills

·        
Excellent command of English Language and
Communication Skills

·        
Strong Planning and Organization Skills

·        
Apply modern theories of negotiation, management and
leadership to real-world challenges

·        
Consistently position and build brand equity

·        
Strategic thinking and planning

·        
Client Challenge Empathy

·        
Experience in managing cross functional teams

·        
Experience in organizing activities

·        
Exceptional Listening, Perceiving, and Understanding