Senior Associate - Service Design & Quality - Operations & Customer Care

Full time at a Laimoon Verified Company in Saudi Arabia

Posted on June 8, 2024

Job details

Responsibilities E2E design of service of all products and services whether in-app or out-of-app, to ensure all consistency and customer centricity across journeys, as well as alignment to the bank policies and risk appetite Creating and managing all customer journeys, service blueprints, and operational processes and procedures within the E2E customer experience Defining and managing customers' journeys and driving improvements to colleague systems, processes, and procedures to improve their role performance, increase operational control, and reduce operational errors and losses Conducting customer interviews to measure sentiment at the design phase, and identifying opportunities at each journey Creating and measuring success measures/KPIs for all customer journeys, and prioritizing opportunities to improve those journeys Delivering the mentioned above with the best tools in the market Design and implement a system for gauging customer feedback at all critical touchpoints/journeys, and ensuring best-practice channels and frequencies of surveying Design and implement analytics for all customer feedback, including holistic and journey-specific dashboards to view customer happiness across all journeys in a 360-degree view Design and implement the most efficient feedback loop with other internal partners from Customer Service, Bank Operations, Product, Tech, Marketing, Finance, and CGL. Qualifications Preferred Qualifications A tertiary-level qualification from an internationally / regionally recognized institution Certification in Customer Experience/Service Design Years & Nature of Experience Would have 3 to 5 years of equivalent experience where requiredpetencies and experience has been demonstrated An experienced professional who can deliver on difficult technical tasks Has project implementation experience Is self-sufficient at work and could be given small project responsibility Has provided technical supervision to junior staff in the past Ability to work with different tools FigJam/Figma, Miro, Voice of Customer/Customer Feedback platforms, Customer Journey Management platform ( TheyDo) Technicalpetencies Data-driven mindset Project management and process simplification Behaviouralpetencies Collaboration Attention to detail About Us D360 Bank is a shariahpliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all. Job ID 300000014907581

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Confidential

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Home Saudi Arabia Senior Associate - Service Design & Quality - Operations & Customer Care

Home Saudi Arabia Senior Associate - Service Design & Quality - Operations & Customer Care

Senior Associate - Service Design & Quality - Operations & Customer Care

Job details

Apply safely

Hiring company

Confidential

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