Home Saudi Arabia Executive Manager - Predictive Customer Experience

Home Saudi Arabia Executive Manager - Predictive Customer Experience

Executive Manager - Predictive Customer Experience

Full time at Bupa Arabia in Saudi Arabia
Posted on January 24, 2025

Job details

Customer Experience Enhancement Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement. Job Description Support cross-functional projects with PA to produce analysis of incorrect PA rejections. 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. Customer Experience Transformation 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. Measurement and KPI Tracking 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 build a robust support channel. Call Center Optimization through Chatbot 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 with the company's customer transformation goals. Regularly monitor chatbot responses and decision paths to deliver precise and effective customer assistance. Skills

  • Proficiency in data analytics tools
  • Familiarity with customer experience best practices
  • Demonstrate a track record of data analysis and decision-making guided by data
  • Previous involvement in chatbot implementation for customer support and engagement, covering design, development, and optimization
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