Expert- Customer Experience

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees! We are currently for Expert- Customer Experience to be based out of their office in Dubai.

Purpose-

Data analysis and collaboration skills to optimize the customer journey, and translate their needs, expectations, and requirements into actionable insights, bridging the gap between departments and driving innovation within the scope of the services.

Responsibility-

• Develop a customer experience and happiness strategy including customer value proposition vision, mission and strategic objectives.
• Design/Enhance customer journey related to the services in coordination with the concerned business units.
• Collect and analyze customer feedback, translate insights into actionable strategies, and measure the impact of customer experience initiatives.
• Identify major points and opportunities for improvement through focusing on streamlining processes, reducing friction, and exceeding customer expectations.
• Provide technical expertise and guidance to the customer experiences team with the scope of the section.
• Determine services categories and classifications including proactive services and service packages.
• Conduct audit to the Call center and provide proper reporting to ensure enhancing the call center performance.
• Conduct studies related to the outsourced services and develop enhancement plans.
• Develop MoUs with the concerned stakeholders related to the services packages and other subjects to enhance customer experiences.
• Develop quality standards, protocols, procedures, and guidelines for effective customer service delivery.
• Provide expertise and recommendation reports to enhance the services under the website and App including the categorization, documents requirements and others as per the government requirements.
• Support the Government requirements internal committee to achieve their objectives.
• Conduct self-assessment regarding the starts program and TDRA requirements related to the services.
• Manage excellence file related to the services and core mandate.
• Actively participate in knowledge-sharing initiatives within the customer experience employees, fostering a collaborative environment where insights, best practices, and industry trends are shared across teams. The knowledge shall be documented and reported as per the existing knowledge management policy.
• Train the services providers on non-core requirements to serve customers better.
• Lead all projects of customer experiences related to services enhancements, restructures in coordination with the concerned business units.
• Provide support to the customer experience teams related to the projects/activities that they are leading to ensure best outcomes.
• Designing, implementing, and maintaining automated systems through understanding the specific requirements of the system and recommend solutions that meets those needs efficiently.
• Contribute to ensuring compliance with all relevant safety, quality, and environmental management procedures and controls to guarantee employee safety, legislative compliance, and delivery of high-quality service.
• Ensure that all reports are prepared timely and accurately and meet company/department requirements, policies, and standards.

A master’s degree with 8 years of relevant experience, or a bachelor degree with 10 years of experience in similar role.