Saturday to Wednesday 07:30 to 16:30
-
Health insurance
-Recreational accommodation
-Coffee shop
-In-house Medical doctor
-Breakfast
-Occasional packages and gifts
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501 - 1000 employees
Finance / Investment
Iranian company dealing with Iranian and foreign customers
1373
Privately held
توضیحات بیشتر
key Requirements
5 years experience in similar positionManagerial work experienceJob Description
About the Role
We are looking for an analytical, customer-centric, and results-driven Operational Excellence & Customer Experience Manager who can connect customer insights, operational data, qualitative research, and structured problem-solving to drive measurable improvements across the organization.
Key Responsibilities
Analytical and critical thinking, curiosity, customer centricity, data-driven decision making, stakeholder management, effective communication, ownership, results orientation, change leadership, and a strong interest in emerging technologies.
We are looking for an analytical, customer-centric, and results-driven Operational Excellence & Customer Experience Manager who can connect customer insights, operational data, qualitative research, and structured problem-solving to drive measurable improvements across the organization.
Key Responsibilities
- Define and lead the OpEx & CX improvement roadmap aligned with business priorities.
- Analyze Voice of Customer (VoC) data across calls, chats, tickets, complaints, surveys, and other customer touchpoints.
- Identify, categorize, and prioritize customer pain points, friction areas, and preventable customer contacts.
- Map and analyze customer journeys to identify improvement opportunities across products, services, and processes.
- Lead qualitative research and in-depth customer interviews and translate findings into actionable insights.
- Conduct structured Root Cause Analysis using methodologies such as 5 Whys, Fishbone, Pareto Analysis, and other relevant techniques.
- Analyze As-Is processes, contribute to To-Be process design, and identify opportunities for simplification, standardization, and optimization.
- Identify and implement opportunities to use AI and automation across customer analytics and operational processes.
- Define KPIs and success metrics and evaluate the impact of improvement initiatives before and after implementation.
- Develop analytical reports and management dashboards to monitor performance, trends, and improvement impact.
- Prioritize improvement opportunities based on impact, frequency, risk, cost, and implementation feasibility.
- Partner with Product, Technology, Customer Service, Operations, and other stakeholders to implement corrective and preventive actions.
- Lead cross-functional OpEx & CX initiatives and foster a data-driven, customer-centric approach to problem solving.
- Perform Business Analyst (BA) activities by analyzing business requirements and translating stakeholder needs into actionable process improvements.
- Management, Business Administration, Data Science, Industrial Engineering, or a related field.
- At least 5 years of relevant experience in Operational Excellence, Customer Experience, Process Improvement, Business Analysis, or Operational Performance.
- Proven experience leading cross-functional initiatives and managing stakeholders.
- Strong structured problem-solving and Root Cause Analysis capabilities.
- Hands-on experience with Customer Journey Mapping, Voice of Customer, and customer pain-point analysis.
- Experience designing and conducting qualitative research and in-depth customer interviews.
- Strong ability to analyze quantitative and qualitative data and translate findings into actionable recommendations.
- Advanced proficiency and experience developing analytical and management reports.
- Practical knowledge of Generative AI tools and the ability to identify automation opportunities.
- Strong communication, presentation, and data storytelling skills.
- Experience with Power BI, Metabase, or similar BI tools.
- Experience with Power Automate, n8n, Make, or similar automation platforms.
- Experience analyzing CRM, contact center, and customer interaction data.
- Experience in digital businesses, financial services, brokerage, or fintech.
Analytical and critical thinking, curiosity, customer centricity, data-driven decision making, stakeholder management, effective communication, ownership, results orientation, change leadership, and a strong interest in emerging technologies.
Job Requirements
Age
28 - 45 Years Old
Gender
Men / Women
Military service
Military service must be done
Education
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