CX Customer Experience Consultant

CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.

We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.

We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.

CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.

We are seeking a dynamic and experienced professional to join our team as a CX Consultant. This role is for one with expertise in customer experience would need to drive strategic initiatives and enhance overall customer satisfaction.

Job Responsibilities:

1. Customer Journey Mapping:
   • Lead the creation of customer journey maps to understand and optimize the end-to-end customer experience.
2. Voice of the Customer (VoC) Programs:
   • Establish and manage Voice of the Customer programs, including surveys, feedback mechanisms, and sentiment analysis.
      
3. Customer Analytics:
   • Utilize customer data and analytics to derive insights and recommend improvements to enhance the overall customer experience.
      
4. CX Strategy Development:
   • Contribute to the development and execution of the overall customer experience strategy aligned with business objectives.
      
5. Training and Education:
   • Provide training and education to internal teams on customer-centric principles and practices.
      
6. CX Metrics and Reporting:
   • Define and track key performance indicators (KPIs) related to customer experience, and prepare regular reports for management.

• Bachelor's degree in Marketing, Business, or a related field.
• Proven experience in customer experience management or related roles.
• Strong understanding of customer journey mapping, VoC programs, and customer analytics.
• Excellent communication and presentation skills.