Closed or Expired Job Posting This job posting is closed or has expired and is no longer open for applications.
Upload
Job Description
• Define a user-centric design model to increase user
experience and engagement.
• Harness customer data and feedback to deeply understand
customer preferences, behaviors and pain points.
• Develop comprehensive customer behavior profiles and
segmentation strategies to tailor experiences for different
customer segments.
• Implement transformation practices into Bionic Agents using
decision support metrics.
• Apply CXD practices for proactive and pre-emptive case
resolution by agents.
• Define, document and establish methods, processes and tools.
• Continuously monitor and assess the effectiveness of
customer experience model and provide recommendations for
ongoing improvement.
• Evaluate customer insights and collaborate with all divisions to
ensure customer centricity and an optimal customer.
experience touchpoints.
• Implement A/B testing and experimentation to optimize
customer touchpoints and experience.
• Conducts research to better understand the customer and its
ecosystem, what the customer values and how to deliver a
differentiated experience to the customer creating stickiness
with the user experience and touchpoints.
• Work closely with core teams to ensure that changes and
enhancements align with the CXD strategic objectives and
drive meaningful customer experience transformation.
• Create and develop dynamic experience personalization.
• Perform sentiment and feedback analysis through multiple
types of research and analysis (customer, operational),
stakeholder interviews, definition of customer and user
personas.
• Oversee the design, implementation, and management of
solutions for Customer Experience, GS Experience, Key
Accounts and Elite with a focus on enhancing customer
experiences.
• Collaborate with cross-functional teams to develop and
improve customer experience solutions, functionalities and
user interfaces to ensure they align with the company's vision
for customer experience transformation.
• Continuously refine chatbot responses and decision trees to
provide accurate and efficient customer support.
• Ensure state of the art QA methods are defined and applied.
• Define key performance indicators (KPIs) and metrics to
measure the success of customer experience enhancement initiatives.
• Regularly track and report on these KPIs to gauge the impact
of data-driven strategies on customer satisfaction.
• Use analysis to drive informed decisions and adapt strategies
as necessary to achieve the desired transformation.
• Work with all divisions to increase KPI’s across all customer
touchpoints.
Skills
• Bachelor's degree in a related field (e.g., customer experience, Business, Engineering, Computer Science).
• Strong management and organizational skills.
• Knowledge of customer experience best practices.
• Excellent communication and presentation skills.
• Ability to work in a collaborative team environment.
• Prior experience in chatbot/customer experience solutions implementation
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.