CXP Project Associate

القاهرة - مصر

الراتب شهرياً: لم يكشف

تاريخ النشر: نُشرت قبل 12 ساعة

عدد الوظائف الشاغرة: 1 عدد الوظائف الشاغرة

سجل للتقديم

ملخص الوظيفة

Job Overview

The CXP Project Associate is responsible for driving the execution of customer experience initiatives across UAE and KSA. This role ensures that roadmap initiatives move from insight to implementation through structured project management cross-functional coordination and data-driven follow-through. The role acts as the operational backbone of the CXP roadmap ensuring disciplined execution measurable impact and governance visibility.

Key Responsibilities

1. End-to-End Initiative Execution

Drive execution of assigned CXP initiatives from planning to delivery.
Ensure defined milestones ownership clarity and on-time completion.
Track measurable impact across NPS CPGO sentiment and journey KPIs.
Identify risks and escalate proactively.

2. Cross-Functional Project Management

Lead initiatives improving delivery returns refunds checkout cancellation and OOS journeys.
Align with Tech Logistics Commercial and Product teams.
Drive EAD accuracy return/cancellation improvements and systemic friction removal.
Follow up on action items timelines and dependencies.
Ensure customer impact is reflected in project prioritization.
Maintain clear documentation of scope timelines and outcomes.

3. Journey & VOC Leadership

Lead journey mapping and VOC analytics.
Translate customer feedback into prioritized cross-functional fixes.
Close the loop between customer insight and measurable business impact.

4. Data Dashboards & Reporting

Prepare weekly and monthly dashboards tracking:
- NPS trends
- CRR & CPGO impact
- Escalation patterns
- Online sentiment & reviews
Conduct root-cause analysis on experience declines.
Support governance reviews with structured reporting.

5. Experience Improvement Streams

Lead and manage focused workstreams such as:

CRR reduction initiatives
NPS recovery programs
App journey or checkout fixes
Delivery & return experience improvements
Chatbot experience monitoring
VOC-to-action execution

Ensure each stream has:

Clear KPI targets
Defined owner matrix
Measurable before/after performance tracking

6. Roadmap & Governance Support

Support the CXP Excellence Lead in managing the annual roadmap.
Track roadmap success rate.
Prepare materials for Weekly EX-EX governance and Monthly Leadership reviews.
Ensure structured follow-through on customer-impacting actions.

KPIs & Performance Measures

Roadmap Delivery Rate
Project On-Time Completion %
CRR Reduction Contribution
NPS Improvement Contribution
VOC Insight Execution Rate
Escalation Root-Cause Closure Rate

Experience

2 to 3 years experience in CXP Operations Project Management or Consulting.
Strong analytical skills (Excel BI tools dashboards).
Experience working cross-functionally with multiple stakeholders.
Highly organized with strong follow-up discipline.
Comfortable working in fast-paced transformation environments.
Experience in e-commerce or digital platforms preferred.

Job OverviewThe CXP Project Associate is responsible for driving the execution of customer experience initiatives across UAE and KSA. This role ensures that roadmap initiatives move from insight to implementation through structured project management cross-functional coordination and data-driven fol...