Project Manager

• Plan and execute of cross-functional end-to-end projects to redesign customer journeys.
• Use research, data, and best-practices to form and validate your solutions
• Create journey maps, service design bluprints and prototypes to solve challenging CX problems
• Objectively evaluate and refine concepts based on learnings from user testing validation
• Target appropriate methods and fidelity based on project objectives to obtain the results required from the onset of the project
• Present the team’s work to stakeholders and executives
• Develop a strong understanding of Majid Al Futtaim key customer journeys.
• Manage implementation process of journey pilot and assisting in adapting changes of the final product as required.
• Responsible for planning and executing any service Blueprint projects.
• Prepare presentations and clearly communicate projects deliverable to senior leadership within Customer Experience and in the broader company.
• Regularly assess project risks and opportunities.
• Develop and maintain standard project documentation, facilitate cross-functional team meetings, proactively work action items.
• In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product/service improvements and/or tools required to support project outcome and a flawless customer experience.