Senior Specialist, Customer Experience

Stakeholder Management:

• Liaise with internal stakeholders across different departments to gather project requirements and ensure alignment with customer experience objectives.
• Communicate project updates, milestones, and dependencies to stakeholders in a timely manner.
• Facilitate meetings, workshops, and presentations to engage stakeholders and gather feedback.

Data Analysis and Reporting:

• Collect, analyse, and interpret data related to customer experience metrics and project performance.
• Prepare regular reports s to monitor key performance indicators (KPIs) and track progress towards customer experience goals.
• Identify trends, insights, and areas for improvement based on data analysis.

Project Management:

• Define project scope, objectives, and deliverables.
• Coordinate project schedules, timelines, and resource allocation.
• Build project roadmaps to ensure timely and quality deliverables of project launches through the identification of project risks and dependencies and create conversations to disable them

Process Improvement:

• Collaborate with cross-functional teams and local countries to identify opportunities for process optimization and efficiency gains.
• Assist in the development and implementation of best practices, standards, and tools to support project management and customer experience initiatives.
• Participate in continuous improvement initiatives to enhance the effectiveness of project management practices.

Qualifications:

• Master’s degree / MBA in business, finance, operations management or any science-related fields
• With a minimum of 5+ years in e-Commerce, Consulting, Project/Program Management or Contact Centre environment
• Demonstrated experience in using data to achieve outcomes
• Exceptional writing and verbal communication skills
• Ability to work in a cross-functional environment and to lead complex operational initiatives