• Support the CX Leader in defining key customer experience personas.
• Recommend to CX Leader the key customer journeys which need to be mapped and monitored.
• Support during workshops with key stakeholders, customers, product owners, channels owners, function heads and vertical focus communities in order to map customer journeys.
• Work on Customer Journey Mapping tools to map current customer journeys and create visual representations.
• Be present during stakeholders engagement sessions to reflect future state journeys and their visuals.
• Create coherent journey narratives to inspire the organization to enhance customer experience.
• Support the CX Leader with analytics to identify major pain points and respective improvement priorities.
• Use the Customer Journey Dashboard or monitoring tool to monitor journey measurements on daily basis.

• Support by connecting with local stakeholders and gain a deeper understanding of the different touchpoints and channels to leverage local expertise and ensure a coordinated and symphonic customer experience across the Aramex network.
• Work with cross-functional teams in commercial, operations, quality, digital and other functions to forecast and drive change with CX metrics.
• Support the CX Leader to pilot and lead the implementation of special projects/initiatives in certain locations and taking it globally based on the success achieved.

• Bachelor’s in Industrial Engineering, Business or relevant field
• 0 - 2 years’ experience
• Excellent communication skills
• Excellent command of English
• Excellent analytical skills
• Knowledge of Customer Journey Mapping or Design Thinking is a plus
• Ability to work independently
• Flexibility to travel

 

Aramex International L. L. C.