Home Saudi Arabia Senior Executive Manager - Predictive Customer Experience

Home Saudi Arabia Senior Executive Manager - Predictive Customer Experience

Senior Executive Manager - Predictive Customer Experience

Full time at Bupa Arabia in Saudi Arabia
Posted on May 8, 2024

Job details

Jeddah , Saudi Arabia Posted 4 days ago Expires in 16 days • Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement. • Support cross-functional analysis and projects with PA to enhance customer experience based on predictive analysis of call center data. • Oversee Customer Experience Delivery implemented solutions to enhance customer journey. • Broaden the customer experience journey with the implementation of data initiatives to drive up proactive measures as opposed to reactive ones. • Provide analysis of Group Secretary profiling to support GS Experience unit in enhancing GS journey. • Perform data analysis of post-sales and pre-renewal processes to support digital sales team and enhance RM experience. • Support implementation of projects related to customer experience by providing data insights. • Implement advanced solutions such as case resolution system to enable agents issue resolution protocol in real time • Produce reports, analysis and recommendations for Key accounts and Retention teams to manage relationship programs. • Establish continuous feedback loops through digital channels to enable a customized plan for the BUPA Elite program. • Apply insights from analysis to better understand the Digital Sales program to help bu i ld a robust support channel • Manage the creation, implementation, and operation of call center chatbots, emphasizing improved customer interactions. • Work with diverse teams to enhance chatbot features and interfaces, ensuring alignment wi th the company's customer transformation goals. • Regularly monitor chatbot responses and decision paths to deliver precise and effective customer assistance. Job Role Customer Service and Call Center #J-18808-Ljbffr

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