DohaAbout Your JobIn this role as a Customer Experience Process Analyst, you will support the team to create a best-in-class customer experience and continually improve customer satisfaction based on data obtained from insight of customer requests.
You will conceptualize document and clarify departmental processes and procedures to ensure accurate operational efficiency within the Customer Experience Team.
You will work closely with the business units to ensure that all customer-facing processes across the entire customer journey are customer centric, regularly analysed and continuously improved for service quality with the aim to deliver a 5-star customer experience.
Working alongside with the superiors, you will drive Customer Experience projects from conception to completion such as CRM, Voice of the Customer (VOC), Email Robotic Process Automation and Standardized Booking.
You also will be responsible for examining existing processes, evaluating them within the context of organizational goals and proposing changes or enhancements to help achieve those goals.
Your main objective is to improve and / or change operational workflows to effectively support Qatar Airways Cargo growth initiatives specific to the Customer Experience Department.
The creation of this new role comes at an exciting time in the business and this position will be instrumental in identifying process improvement opportunities through Customer Journey mapping.
You will identify and communicate conflicting needs, handle bottlenecks expeditiously and proactively, track and facilitate follow-through.
You will provide expertise for standard to moderately complex problem solving and in-depth understanding of the Customer Experience Systems functionalities.
About YouYou must have Bachelor’s degree or equivalent in Business Technology, Management Information Systems or Applied Computer Sciences and at least 4 years of job-related experience.
Prior experience working with customer information management, customer relationship management technology and in CRM system rollout for business units are required for this role.
It is also essential to have solid skills in creating reports, presentations, conducting workshop and in business analysis.
You must also have excellent communication skills, expert understanding of the CRM functions and must have strong understanding of business process and documentation and quality control techniques.
You must also have good influencing and persuading qualities to change attitudes and behaviors of people within the department on the changes and improvements being implemented.
It is important that you have experience in managing the implementation of new work processes and must be computer literate with excellent knowledge of Microsoft Office.
Knowledge of MS Project is a plus.