DirectorCustomer Journey Communications

The Director of Customer Journey and CX Comms plays a critical role in shaping and delivering exceptional customer experiences. They ensure that every interaction with the organization is designed to meet customer needs, build brand loyalty, and drive business growth.

•Roadmap definition and Definition on Customer Journey Strategy: The Director of Customer Journey and CX Comms is responsible for developing and implementing a comprehensive customer journey roadmap including defining the Cx Comms. They collaborate with cross-functional teams to define the ideal customer experience, identify pain points, and design customer-centric processes. The scope covers Consumer Units across e& Group UAE properties such as Etisalat, FIVE Mobile , Go and others.

•Customer Insights and Analytics: The role oversee the collection and analysis of customer data and feedback to gain insights into customer behavior, preferences, and needs throughout their journey. They use these insights to drive data-informed decision-making and continuously work with their own teams and cross functional teams to improve the customer experience.

•Journey Mapping and Design: The role lead the process of mapping the customer journey, identifying key touchpoints, and designing customer interactions that align with the organization's goals. They ensure a seamless and consistent experience across consumer channels.

•Customer Engagement and Retention: The Director of Customer Journey focuses on maximizing customer engagement and loyalty throughout the entire customer lifecycle creating incremental CLTV. They develop strategies and initiatives to enhance customer satisfaction, increase retention rates, and drive customer advocacy.

•Collaboration and Stakeholder Management: They collaborate closely with cross-functional teams, including marketing, sales, product, and customer service, to align customer journey initiatives with business objectives. They facilitate communication and coordination among stakeholders to ensure a cohesive and integrated customer experience. The role owner is responsible for presentation to the C Level stakeholders.

•Technology and Automation: They identify and leverage technology solutions to streamline and automate customer journey processes. They work with IT teams and IT leadership and vendors to implement tools and platforms that enhance efficiency and enable personalized interactions.

•Performance Measurement and Improvement: They establish metrics and KPIs to measure the effectiveness and impact of customer journey initiatives. They monitor key performance indicators, such as customer satisfaction scores, conversion rates, and retention rates, and use data-driven insights to drive continuous improvement.

•Change Management and Leadership: The Director of Customer Journey leads organizational change efforts related to customer experience and journey optimization. They inspire and motivate teams to embrace a customer-centric mindset and culture, driving a customer-focused approach throughout the organization. This includes engagement and presentations including engagement and influencing C Suite for securing alignment to execution plans and sharing roadmaps and implementation plans.

Qualifications & Experience:

• Bachelor's in Business related or Computer Science.
• 12 + years experience in customer journey and interaction design. Telco experience is preferred.