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Customer Experience Architect    

  • Competitive
  • Al Futtaim Group
  • Operations | Other
  • Dubai
  • United Arab Emirates
  • 16/02/2018
No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives . Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You'll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.

ROLE PURPOSE:

Facilitate the design of industry leading omnichannel retail services with various product teams & brands. You will marry business needs, user needs & technology to help deliver services that drives measurable value for our customers & the business.

KEY ROLE SPECIFIC ACCOUNTABILITIES:

Responsible for including appropriate user research activities at each stage of design

Responsible for providing & communicating actionable findings clearly from user research activities

Responsible for continuously including customers in the design process

Responsible for effective facilitation of omnichannel experience design

Responsible for educating & coaching the business about customer experience tools & techniques

Responsible for delivering the appropriate experience design artifacts within schedule

EXPERIENCE REQUIRED

Minimum Qualifications and Knowledge:

Able to communicate clearly at C-level & on the ground

Strong presentation skills

Strong analytical and numerical skills

Strong UX workshop facilitation skills

Leadership ability, with a proven track record of managing and developing people through an organisation

Minimum Experience:

6+ years' experience in a mid/lead CX/UX role

At least 2 years exposure to Omnichannel retail with a focus on e-commerce

Job-Specific Skills:
  • Omnichannnel service design research & synthesis a must
  • Strong workshop facilitation skills
  • Ability to plan, create artifact's for & facilitate user research
  • Strong persuasive skills
  • Ability to synthesise requirements into a design artefacts and articulate design choices
  • Stakeholder management skills are must
  • Statistical analysis skills are a welcome bonus
  • A high level of customer focus and the ability to synthesis customers' needs into actionable findings


Behavioural Competencies :

First and foremost, a great cultural fit with Al-Futtaim

Be an experienced team leader, capable of leading and motivating teams to achieve both business and personal objective

Able to work at pace with an impatience to get things done

Demonstration of expert control of commercial metrics and an understanding of the commercial implications of decisions and actions and competitors

Exceptional people and motivational skills

Resilient and driven, with the desire to succeed

Passionate about their work with a can-do attitude

A team player capable of working cross-functionally in a collaborative manner

Strong negotiation, influencing and relationship management skills, internally and externally

Results-orientated, with the ability to drive and deliver the implementation of new ideas

Behavioural Competencies (continued):

Strong decision-making abilities combined with flexibility

Ambition, while grounded in reality

Excellent communication skills

We're here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click "apply": Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

 
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