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About the job
At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers Fly Better. We are currently looking for an experienced Customer Experience Specialist to join our Retail and Contact Centres team and specialise in customer data and speech analytics.
About the role
You will act as a global customer feedback, insight and sentiment specialist within Retail and Contact Centres to ensure standards, processes, procedures and performance are understood and improved. The Customer Experience Specialist will also manage a speech analytics tool to ensure it provides relevant and usable data to the Contact Centre and other Commercial and Operational teams (Commercial, Skywards, EKAS, Ancillary Sales, EOL). They will also develop measurement criteria to define our performance and to improve our employee engagement and recognition programs.
In this role you will:
Capture customer feedback and data (customer surveys, complaint information, team feedback, speech/text analytics) across all contact centre interactions (voice, webchat, social media, WhatsApp, email) and teams and use findings from these to drive performance, improvements, decision making and innovation across the Retail & Contact Centre (RnCC) teams.
Implement the use of speech and text analytics into the business so as to attain relevant, actionable, and usable insights. Implement a framework looking at 3 key streams: Product and process understanding and improvement, market and commercial understanding and individual performance management.
Track immediate changes in customer interaction types and reasons and alert operational teams so that they can quickly adapt resource plans or team communication to manage disruption within our business.
Manage stakeholder (Business Knowledge, Resource Planning, Compliance, Training, Contact Centre
Operations Managers (CCOM’s), Commercial management, Skywards, EKAS requirements and create a framework to prioritise cases so as to avoid duplication of work and efficient use of data and reporting.
Be an advocate for the use of speech/text analytics to help drive understanding and deliver benefits across the entire Commercial and Operational teams. Drive adoption of customer feedback into the business, create and manage a closed loop feedback methodology, and share analytics with stakeholders to support them to effect strategic and operational changes.
Work closely with the CCMs, Resource Planning, and head office teams to ensure operational, revenue and employee performance data is brought together to ensure we have a holistic view of our business performance, strengths and weaknesses.
Create employee, team and site performance analysis to allow us to recognise successes as well as identifying weaknesses to ensure we are delivering exceptional customer experience and are meeting regulatory and business rule requirements.
Develop and manage a suite of regular and adhoc reports to engage stakeholders and users and to drive performance, change and improvements.
Analyse customer, employee and operational data to look for trends across sites, markets, products, seasons and services.
Responsible for ensuring customer data and regulatory requirements are met. Liaise with the Data Privacy Office, Internal Audit, Revenue Optimisation, Finance, Fraud Management & E-commerce teams regarding compliance rules and fraud mitigation for retail and contact centres around the network. Negotiate business rules, monitor fraud loss and highlight risk and agree changes to our processes.
Qualifications & Experience
To be considered for the role, you must meet the below requirements:
Degree or Honours (12 + 3 or equivalent)
5+ years of experience in Commercial or Sales ideally within Retail or Contact Centres
Airline experience with a minimum of 2+ years in reservations/customer experience/contact centres preferred.
Experience in Data Analysis/Reporting/Reservations/Customer Experience/Contact Centre/Commercial/Sales
Knowledge of implementation and management of Speech/Text Analytics tools
Strong affinity to data and analysis
Ability to negotiate and to influence decision making
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.
