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CX Project Manager

Date: 07-May-2019

Location: 01-Dubai, AE

Company: Majid Al Futtaim

Reporting to: Director of Customer Experience

Department: Customer Experience - Communications & Marketing

OpCo: Majid Al Futtaim Retail, Carrefour

Location: Corporate H.O. Dubai, UAE

 

 

Role Purpose:

Coordinates and leads journey redesign teams to realize E2E CX improvements.

 

Role Details – Key Responsibilities and Accountabilities:

  • Plan and execute of cross-functional end-to-end projects to redesign customer journeys.
  • Develop a strong understanding of Majid Al Futtaim key customer journeys.
  • Prepare presentations and clearly communicate projects deliverable to senior leadership within CX 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.

 

Qualification, Experience & Skills:

 

Minimum Qualifications/education:

  • Bachelor's degree or higher, preferably in business studies, marketing or a communications discipline.

 

Minimum experience:

  • 5+ years of project/program management experience preferably in Customer Experience.

 

Skills:

  • Experience in customer journey mapping, measurement, process improvement and strategy.
  • Experience in risk and management analysis.
  • Experience in process improvement and change management.
  • Excellent communication and interpersonal skills.
  • Experience with design thinking principles and Agile methodology.
  • An execution focused mind-set and a highly analytical approach to problem solving.
  • Good leadership skills with the ability to guide BUs and make them follow.