Customer Experience Specialist

CX Specialist

CX Specialist – Key Responsibilities

• **Monitor and analyze key customer experience metrics**
• (NPS, CSAT, CES), identify trends, and provide actionable insights to drive continuous improvement.
• **Lead the planning, execution, and governance of CX improvement initiatives**
• , ensuring alignment with business objectives and measurable outcomes.
• **Develop, manage, and maintain CX project documentation**
• , including roadmaps, timelines, and performance dashboards to track progress and impact.
• **Own end-to-end customer journey mapping and analysis**
• , identifying pain points, moments of truth, and opportunities for experience enhancement.
• **Review, validate, and provide structured feedback on customer journey wireframes and prototypes (e.g., Figma)**
• to ensure alignment with customer needs, usability best practices, and CX standards.
• **Collaborate closely with Product, UX/UI, and Technology teams**
• to refine designs and ensure seamless translation of customer journeys into intuitive digital experiences.
• **Design and implement process improvement initiatives**
• to optimize customer interactions, reduce friction, and enhance overall satisfaction.
• **Drive proactive customer communication strategies**
• , ensuring timely, relevant, and personalized engagement across key touchpoints.
• **Lead user testing and feedback loops**
• , leveraging customer insights to influence product design, digital experiences, and continuous iteration.
• **Engage directly with customers and customer-facing teams**
• to gain deep qualitative insights and strengthen customer-centric decision-making.
• **Collaborate cross-functionally**
• (Product, Operations, Service, Marketing) to address customer pain points, resolve root causes, and improve overall experience and loyalty.
• **Design and execute customer outreach and Voice of Customer (VoC) programs**
• , leveraging surveys, campaigns, and feedback channels to gather insights and build stronger customer relationships.

Key Requirement – Arabic Language Proficiency

• **Fluent Arabic speaking and writing**
• , with strong command of Middle East dialects