Senior CX Service Designer

About the job

Chalhoub is the leading luxury retailer in the Middle East. With more than 600 stores, 300 brands, and over 65 years of experience in the region, they are the premiere destination for luxury goods. To fuel the next stage of the organisation’s growth we are looking to build a world team. From physical retail through to supply chain and customer loyalty, we aim to use data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey.

We are looking for a Senior CX Service designer who will help differentiate us from the rest with their world-class customer experience. Someone that consistently outpaces expectations and will help the Group in our continuous mission to be the ultimate hybrid retailer bringing luxury experiences to the fingertips of the customers everywhere. We’re looking for someone who cares deeply about customers, is able to understand complex systems of information and simplify that information for others, and will bring a strong process-oriented design methodology.

What you’ll be doing:

Customer Experience:

• Act as a consultant to the business on all CX related matters
• Plan and execute of cross-functional end-to-end projects to redesign customer journeys
• Develop a strong understanding of the brand’s key customer journeys
• Prepare presentations and clearly communicate projects deliverable to brand’s captain
• Define KPIs in coordination with Group CX team to monitor success and progress, collect and apply learning, and provide a go forward process
• Create service measurements of success for internal and external teams
• Leverage data and technology to improve KPIs through performance management and automation
• Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our clients
• Explore and advise brand leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)