Job Description

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