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Customer Experience Expert for Smart City Use Case Development

Duration: End of the year (potentially to be extended)

Region: Middle East (starting remotely)

Mode: Remote/On-site

Daily rate: TBD

This opportunity has been closed.

The position is no longer available. We will continue to work to offer you better suited opportunities.

Description
Our client is a top management consulting firm working for a telecom operator in the Middle East. The client is rolling out smart city infrastructure and uses cases as a leading case study in the region.

They are searching for a Customer Experience Expert for Smart City Use Case Development.

Main responsibilities:
  • Understand and define the platform requirements from a customer experience point of view translating them into guidelines for both internal technical team and use case developers
  • Coordinate developers and sectors to ensure alignment with the defined customer experience goal
  • Understand and define overall CEX vision, strategy, and requirements for the platform
  • Identify different customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements
  • Translate customer experience requirements into guidelines for all internal and external stakeholders involved in the project (developers, sectors, team leaders, product managers, etc.)
  • Ensure the CEX vision, strategy, and requirements for customer solutions are aligned with Microsoft product CEX directions and technical strategy principles
  • Work in close collaboration with TASMU Brand and the Marketing team to ensure solution alignment
  • Provide customer/user insights during envisioning and design, to ensure the proposed solutions take account of industry trends and align with current/anticipated consumer behaviors and expectations
  • Plan the iterative user-centered design approach, guaranteeing appropriate techniques are used to involve end-users and business stakeholders throughout the project
  • Provide strategic leadership, guidance, and governance on all aspects of Customer Experience throughout the envisioning, design and delivery phases
  • Define tools to track and monitor CEX guidelines
Professional background

  • Experience in developing and managing excellent working relationships with different stakeholders
  • Knowledge setting the strategy & direction for a CEX team, and driving cross-group initiatives to build a successful CEX business
  • Proven track record of planning, managing and inspiring a multi-disciplinary customer experience team’s involvement in a complex, innovative IT project
  • Collaborative interpersonal style and strong negotiation skills to influence, lead and negotiate with senior customer and Microsoft stakeholders
  • Ability of planning and applying CEX design processes within the context of SW development lifecycles

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