Key Results Areas:
- Conduct data analysis to identify root causes for customer-facing issues, transforming insights into valuable information to support customer engagement initiatives.
- Document and review business requirements aligned with customer needs, suggesting recommendations to enhance customer experience.
- Research and recommend customer-centric best practices, providing guidance on problem-solving tools and methodologies.
- Identify services that enhance customer-centricity, driving cultural change towards continuous improvement focused on customer satisfaction.
- Monitor service quality, reporting issues and maintaining updated records to track customer engagement initiatives.
- Evaluate the effectiveness of customer engagement solutions, updating policies and procedures aligned with QF best practices.
- Provide expertise on customer engagement methodologies, supporting annual business planning and ad-hoc requests. Coordinate customer engagement projects, supporting departmental activities related to annual planning and goal setting.
- Foster a collaborative environment focused on customer-centricity, contributing to Qatarization and mentoring others to achieve best practices.
- Share best practices within the customer engagement team, performing additional tasks to meet role requirements and QF objectives while encouraging governance compliance.
- Perform other tasks and duties as required to meet the role's requirements and support the objectives of Operational Excellence.
Minimum Knowledge, Skills & Experience:
- Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field.
- 6-8 years of relevant full-time work experience in process improvement, operational excellence, or continuous improvement roles.
- Certifications in Lean Six Sigma, Process Improvement, or other continuous improvement methodologies are desirable.
- Experience in educational institutions, non-profit organizations, or professional services organizations is desirable.
- Familiarity with project management practices and methodologies.
- Strong knowledge of continuous improvement methodologies, tools, and techniques.
- Proficient in process mapping, data analysis, and process documentation.
- Excellent analytical and problem-solving skills.
- Strong attention to detail and organizational skills.
- Effective written and verbal communication skills.
- Ability to work collaboratively in a team environment.
- Excellent writing skills with the ability to draft and edit a variety of written reports and communications and to articulate ideas clearly and concisely; Arabic proficiency is an advantage
- Proficiency in MS Office applications
