• Enhance the Customer Experience by proposing service improvement initiatives or designing new services based on the inputs received from various information such as customer needs and quality and customer satisfaction survey reports. 

• Report the impact of service design and redesign in terms of services' efficiency, effectiveness, and customer experience and stakeholders

• Ensure compliance with updating service information across all related systems and channels

• Report service information statistics on weekly, monthly and yearly basis and communicate it to all stakeholders. 

• Study and review the framework of Customer Experience including services across all related channels. 

• Study and review customer journey for all services across all channels in alignment with service catalogue in coordination with Customer Service Specialist in Agencies and Sectors. 

• Study and assess all the objectives, strategies, policies, processes, and any other documents related to section to ensure alignment with the departmental objectives. 

• Monitoring and reporting all section related KPIs and ensuring that the same have corrective actions in case of target not met. 

• Perform other responsibilities associated with this position when appropriate. 

Knowledge, skills and experience 

• Bachelor’s degree in the Business Administration or equal from a recognized university. 

• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

• 7 years of working experience in a related field.

• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.

• Goal driven leader who maintains a productive climate and confidently motivates, mobilize and coaches’ employees to meet high performance standards. 

• Resourceful team player who excels at building trusting relationships with customers and colleagues.

• Exceptional listener and communicator who effectively covey’s information verbally and in writing

• Computer-literate performer with extensive software proficiency covering wide variety of applications including analytical tools.