CXP Project Associate
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Key Skills
- Project / Program Management
- Primavera
- IT Project Management
- Microsoft Access
- Public Health
- Data Collection
- PMBOK
- Mobile Devices
- Maximo
- Prolog
- Project Management
- Microsoft Project
About Company
The region's most trusted online shopping destination for mothers. Built by parents, for parents.
