مدیر تعالی عملیات و تجربه مشتری

توضیحات آگهی

About the Role
We are looking for an analytical customer centric and results driven Operational Excellence Customer Experience Manager who can connect customer insights operational data qualitative research and structured problem solving to drive measurable improvements across the organization
Key Responsibilities
Define and lead the OpEx CX improvement roadmap aligned with business priorities
Analyze Voice of Customer VoC data across calls chats tickets complaints surveys and other customer touchpoints
Identify categorize and prioritize customer pain points friction areas and preventable customer contacts
Map and analyze customer journeys to identify improvement opportunities across products services and processes
Lead qualitative research and in depth customer interviews and translate findings into actionable insights
Conduct structured Root Cause Analysis using methodologies such as 5 Whys Fishbone Pareto Analysis and other relevant techniques
Analyze As Is processes contribute to To Be process design and identify opportunities for simplification standardization and optimization
Identify and implement opportunities to use AI and automation across customer analytics and operational processes
Define KPIs and success metrics and evaluate the impact of improvement initiatives before and after implementation
Develop analytical reports and management dashboards to monitor performance trends and improvement impact
Prioritize improvement opportunities based on impact frequency risk cost and implementation feasibility
Partner with Product Technology Customer Service Operations and other stakeholders to implement corrective and preventive actions
Lead cross functional OpEx CX initiatives and foster a data driven customer centric approach to problem solving
Perform Business Analyst BA activities by analyzing business requirements and translating
stakeholder needs into actionable process improvements
Qualifications
Management Business Administration Data Science Industrial Engineering or a related field
At least 5 years of relevant experience in Operational Excellence Customer Experience Process Improvement Business Analysis or Operational Performance
Proven experience leading cross functional initiatives and managing stakeholders
Strong structured problem solving and Root Cause Analysis capabilities
Hands on experience with Customer Journey Mapping Voice of Customer and customer pain point analysis
Experience designing and conducting qualitative research and in depth customer interviews
Strong ability to analyze quantitative and qualitative data and translate findings into actionable recommendations
Advanced proficiency and experience developing analytical and management reports
Practical knowledge of Generative AI tools and the ability to identify automation opportunities
Strong communication presentation and data storytelling skills
Preferred Qualifications
Experience with Power BI Metabase or similar BI tools
Experience with Power Automate n8n Make or similar automation platforms
Experience analyzing CRM contact center and customer interaction data
Experience in digital businesses financial services brokerage or fintech
Key Competencies
Analytical and critical thinking curiosity customer centricity data driven decision making stakeholder management effective communication ownership results orientation change leadership and a strong interest in emerging technologies
شرکت کارگزاری مفید
دسته بندی خدمات مشتری و پشتیبانی تحلیل کسب و کار استراتژی تحلیل داده
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی مهندسی صنایع
سابقه کار کارشناس ارشد متخصص
حقوق توافقی
شهر تهران