Senior Manager - Customer Experience Planning - 20004734

Description

• Represent the voice of the customer in cross-departmental planning forums
• Align customer experience goals with strategic transport plans and capital projects
• Support service planning and network design through the development of customer requirements
• Lead the design and continuous improvement of the end-to-end customer journey across all transport touchpoints.
• Lead the development of CX performance frameworks, KPIs, and investment plans
• Manage and conduct customer research studies, gather and analyse data to develop customer insights.

Requirements

• 10+ years in customer experience design; Public Transport experience highly regarded; GCC experience highly regarded
• Bachelor's degree required, with a preference for a Master's in industrial design, interior design, graphic design, design management, anthropology, ethnography or psychology, or other social sciences
• Experience conducting customer research, analyzing data, and generating actionable insights
• Strong background in project coordination, performance evaluation, and stakeholder management.
• Skilled in designing and improving end-to-end customer journeys across multiple touchpoints

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance