Customer Experience Expert for Smart City Use Case Development

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