Job Description

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.






JOB TITLE

Member Experience Specialist | MAF Future Solutions | SHARE



ROLE SUMMARY

The role of Member Experience Associate is to support the delivery of all elements of the SHARE Customer Experience strategy. Working under the direction of the Senior Manager of Member Experience , will use the insights gathered by listening to our members to ensure that SHARE understands their wants and needs and is able to support the application of customer centric design principles to create personalized, effortless and engaging experiences and customer journeys for all of our members.



ROLE PROFILE


• Support the development customer journey maps and service blueprints for SHARE in collaboration with product managers, commercial managers, operations managers to elevate product and service design. Participate in ideation of new projects to meet CUSTOMER
• Analysis of Voice of the Customer programme translating data into tangible action by each SHARE function, setting targets and deliverables that result in improvement of NPS KPIs
• Support the Customer Experience team in innovation around learning and knowledge share across the team to enhance skill set of others, drive best practice and instill customer centric culture
• Contribute to the Majid Al Futtaim Customer Experience Forum show casing innovative Customer Experience initiatives on behalf of SHARE
• Participate in ideation of new projects to meet Customer Experience Forum requirements
• Support in the drive of the continuous improvement cycle for SHARE products and features through rigorous review of customer feedback, app analytics, revisit of process design to optimize effortless CUSTOMER EXPERIENCE through cross functional workstreams
• Participate in and support the drive of test and learn methodology through iterations for optimal customer outcome
• Understand and adhere to the group-wide Customer Experience operating model and Customer Experience principles for Majid Al Futtaim





REQUIREMENTS


• 2-4 years in a research & analysis related role
• Bachelor's degree in marketing/communications, research, design, business or psychology
• Exceptional organizational and analytical skills
• Charismatic with strong communication and stakeholder engagement skills
• Strong written and verbal communication skills
• Advanced Microsoft Office skills and Dashboards knowledge
• At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 43,000 diverse and talented colleagues, all guided by our Leadership Model.