Senior Executive Manager – Predictive Customer Experience

Executive Manager – Predictive Customer Experience

Job Description

Customer Experience Enhancement

Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement.
Support cross-functional projects with PA to produce analysis of incorrect PA rejections.
Oversee Customer Experience Delivery implemented solutions to enhance customer journey.
Broaden the customer experience journey with the implementation of data initiatives to drive up proactive measures as opposed to reactive ones.

Customer Experience Transformation

Provide analysis of Group Secretary profiling to support GS Experience unit in enhancing GS journey
Perform data analysis of post-sales and pre-renewal processes to support digital sales team and enhance RM experience.
Support implementation of projects related to customer experience by providing data insights.
Implement advanced solutions such as case resolution system to enable agents issue resolution protocol in real time

Measurement and KPI Tracking

Produce reports, analysis and recommendations for Key accounts and Retention teams to manage relationship programs.
Establish continuous feedback loops through digital channels to enable a customized plan for the BUPA Elite program.
Apply insights from analysis to better understand the Digital Sales program to help build a robust support channel.

Call center optimization through chatbot

Manage the creation, implementation, and operation of call center chatbots, emphasizing improved customer interactions.
Work with diverse teams to enhance chatbot features and interfaces, ensuring alignment with the company's customer transformation goals.
Regularly monitor chatbot responses and decision paths to deliver precise and effective customer assistance.

Skills

Proficiency in data analytics tools Familiarity with customer experience best practices. Demonstrate a track record of data analysis and decision-making guided by data. Previous involvement in chatbot implementation for customer support and engagement, covering design, development, and optimization.
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Job Role: Customer Service and Call Center Khobar, Saudi Arabia Career Level / Band: Professional Role Purpose Is responsible for answering customer inquiries face to face, over the phone... Job Role: Customer Service and Call Center Experience: 3 - 5 Years of Experience Jeddah , Saudi Arabia Career Level / Band: Junior Management Role Purpose Focus on Customer Experience Optimization, by leading the development,... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Professional Provide a high level of customer service and professional communication skills. Maintain... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Student/Internship Provide a high level of customer service and professional communication skills. Maintain a... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Professional Role Purpose Is responsible for answering customer inquiries face to face, over the phone... Job Role: Customer Service and Call Center Khobar, Saudi Arabia Career Level / Band: Professional Role Purpose Is responsible for answering customer inquiries face to face, over the phone... Job Role: Customer Service and Call Center Experience: 3 - 5 Years of Experience Jeddah , Saudi Arabia Career Level / Band: Junior Management Role Purpose Focus on Customer Experience Optimization, by leading the development,... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Professional Provide a high level of customer service and professional communication skills. Maintain... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Student/Internship Provide a high level of customer service and professional communication skills. Maintain a... Job Role: Customer Service and Call Center Jeddah , Saudi Arabia Career Level / Band: Professional Role Purpose Is responsible for answering customer inquiries face to face, over the phone... Job Role: Customer Service and Call Center Khobar, Saudi Arabia Career Level / Band: Professional Role Purpose Is responsible for answering customer inquiries face to face, over the phone... Job Role: Customer Service and Call Center Experience: 3 - 5 Years of Experience Jeddah , Saudi Arabia Career Level / Band: Junior Management Role Purpose Focus on Customer Experience Optimization, by leading the development,...