Tamheer - Voice of customer

Job DescriptionCustomer Experience Strategy and OptimizationLead cross functionals teams and collaborate with the VOC and TPA Sr. Excutive Managers to establish a comprehensive customer experience strategy.Oversee the execution of a robust customer experience metrics framework, incorporating industry KPIs, performance indicators, and analytics to generate actionable insights.Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points, friction areas, and opportunities for enhancing the CX.Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making.Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is presentedVoice of the CustomerPresent the Customer Experience results and findings for the business at various stakeholder forumsMonitor and improve the NPS program across Bupa Arabia for the business by managing the NPS score, goals, communication, training, and driving the action planMonitor the service satisfaction for TPA members using customer heartbeat project and work along with Aramco team and PR to ensure that the feedback from this VOC channel is communicated and actioned by the providersDevelop and maintain a customer feedback and engagement program, including surveys, focus groups, and analytics.Establish a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture across the orgOperational ExcellenceIdentify Kaizen projects to improve TPA CXGenerate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc)Conduct analysis to drive insights with Analytics teamsSupport line management with analysing root-causes of deviation in day-to-day operations and implementing improvementsEngage with and support the business lines and project teams in developing and ensuring business readiness plansCommunicate and present findings, plans, status and outcomes at operational levels within the companyData MiningLeverage advanced analytical techniques, such as predictive modeling, text mining, and customer segmentation, to uncover hidden patterns, anticipate customer behavior, and inform personalized service deliveryProvide actionable insights with the goal of improving the customer experience.Hands on experience with Data Cleansing, SQL, Excel and Tableau.Participate in cross functional projects to create and maintain standarized data, dashboard development and automationSkillsBachelor’s degree in industrial engineering, or a related field#J-18808-Ljbffr