Job Description

● Developing and implementing customer experience strategies and initiatives.

● Ensuring consistent and positive customer interactions across all touchpoints.

● Monitoring customer metrics and reporting on CX performance. 

● Conduct surveys, focus groups and interviews to gather information on customer’s opinions of different touchpoints.

● Map and develop customer journeys across varying stages, channels, and touchpoints.

● Conduct studies and research to discover new techniques necessary for improving customer experience.

● Monitor the activities of customer journeys touchpoints to ensure compliance with acceptable standards.

● Take ownership of customers' issues and follow problems through the resolution

● Collaborate with sales, marketing, after sales and other customer-facing functions to act upon insights and improve customer satisfaction and loyalty.

● Identify customer needs and take proactive steps to maintain a positive experience.

● Analyzing customer feedback data to identify trends and opportunities for improvement.

● Collaborating with UI/UX designers to improve the visual aspects of the customer experience.

● Proposing and piloting innovative solutions and technologies to create a competitive edge in customer experience.

Requirements

● Master’s degree in Business Administration, Marketing, Business Management, Communications, or a related field

● Highly organized, with strong attention to detail.

● Strategic thinker with strong analytical and critical thinking skills. 

● Continuous innovation, process improvement, and adaptability skills.

● Familiarity with quantitative and qualitative studies and customer data.

● Have a proven track record for building excellent customer experiences.

● Excellent verbal and written communication skills, ability to interact professionally with a diverse group of managers and experts both in English and Farsi.

● Have teamwork and cross-functional collaboration skills.