41 Journey Mapping jobs in Qatar
Business Process Improvement Specialist - Qatar
Posted 17 days ago
Job Viewed
Job Description
• Join the FIFA Infrastructure Boom
• Public Works Government Authority
• Location: Doha, Qatar
Ref# 219
The country of Qatar continues to experience substantial construction growth with infrastructure budgets rising to over $120B for infrastructure and road projects by 2018. Our client seeks to support Qatar’s National Development Strategy , the FIFA World Cup 2022 event and fulfil Qatar’s National Vision 2030. To support this substantial growth, our client; the public works authority; has created a number of senior management expatriate postings for urgent commencement. With long term prospects providing stability and career development, our employer is looking to recruit an experienced Business Process Improvement Specialist to their team to add value in an advisory capacity.
Your responsibilities in the role will include:
- Understand, document and improve the current working processes across functions (Core and Support functions) in detail.
- Analyze the working process, evaluate effectiveness, discovering the gaps and the weakness points.
- Reengineer the identified processes and suggest efficient working procedures that satisfy the organization’s business goals, objectives, quality culture and strategy.
- Perform continuous studies and research to improve the business process and give recommendations to top management regarding the most suitable methodologies.
- Lead process owners and stakeholders through the business process improvement process.
- Perform effective change management to ensure sustainability of changes.
- Help develop the corporate continuous improvement project plan.
- Provide change inputs to existing Enterprise Systems based on business processes.
- Discover opportunities and conduct business process benchmarking with other companies.
- Manage process improvement projects in the organization using industry-standard project management techniques.
Essential attributes include:
- Degree qualification in Commerce or comparable with Master’s Degree from a recognized institution being highly regarded.
- A minimum of 10 years’ experience in business process re-engineering and methodologies is required, with experience in Government and GCC being highly desirable.
- Ability to map processes including identifying critical path and areas to improve within the processes.
- Ability to undertake sensitivity analysis for the existing processes.
- Experience and knowledge in Quality Management tools (TQM, EFQM).
- Experience in Construction industry with focus on Public Works or Utility services.
- Strong knowledge in business processing tools such as VISIO or QPR is a plus and other BPR software.
- Strong analytical and problem-solving skills with the ability to exercise mature judgment.
- Problem solver with out of the box thinking.
- Exposure to statistical tools for analysing processes is desirable.
- Lean or Six Sigma training and implementation experience is desirable.
- Ability to work across multi-functional teams to deliver quality on time and in a collaborative environment.
- Arabic language fluency is desirable.
An expatriate package and relocation assistance will be provided to attract the top candidates to the role. To apply online, please click the appropriate link below.
#J-18808-LjbffrBusiness Process Improvement Specialist - Qatar
Posted 17 days ago
Job Viewed
Job Description
• Join the FIFA Infrastructure Boom • Public Works Government Authority • Location: Doha, Qatar
Ref# 219
The country of Qatar continues to experience substantial construction growth with infrastructure budgets rising to over $120B for infrastructure and road projects by 2018. Our client seeks to support Qatar’s National Development Strategy , the FIFA World Cup 2022 event and fulfil Qatar’s National Vision 2030. To support this substantial growth, our client; the public works authority; has created a number of senior management expatriate postings for urgent commencement. With long term prospects providing stability and career development, our employer is looking to recruit an experienced Business Process Improvement Specialist to their team to add value in an advisory capacity. Your responsibilities in the role will include: Understand, document and improve the current working processes across functions (Core and Support functions) in detail. Analyze the working process, evaluate effectiveness, discovering the gaps and the weakness points. Reengineer the identified processes and suggest efficient working procedures that satisfy the organization’s business goals, objectives, quality culture and strategy. Perform continuous studies and research to improve the business process and give recommendations to top management regarding the most suitable methodologies. Lead process owners and stakeholders through the business process improvement process. Perform effective change management to ensure sustainability of changes. Help develop the corporate continuous improvement project plan. Provide change inputs to existing Enterprise Systems based on business processes. Discover opportunities and conduct business process benchmarking with other companies. Manage process improvement projects in the organization using industry-standard project management techniques. Essential attributes include: Degree qualification in Commerce or comparable with Master’s Degree from a recognized institution being highly regarded. A minimum of 10 years’ experience in business process re-engineering and methodologies is required, with experience in Government and GCC being highly desirable. Ability to map processes including identifying critical path and areas to improve within the processes. Ability to undertake sensitivity analysis for the existing processes. Experience and knowledge in Quality Management tools (TQM, EFQM). Experience in Construction industry with focus on Public Works or Utility services. Strong knowledge in business processing tools such as VISIO or QPR is a plus and other BPR software. Strong analytical and problem-solving skills with the ability to exercise mature judgment. Problem solver with out of the box thinking. Exposure to statistical tools for analysing processes is desirable. Lean or Six Sigma training and implementation experience is desirable. Ability to work across multi-functional teams to deliver quality on time and in a collaborative environment. Arabic language fluency is desirable. An expatriate package and relocation assistance will be provided to attract the top candidates to the role. To apply online, please click the appropriate link below.
#J-18808-Ljbffr
Customer Experience Specialist
Posted 4 days ago
Job Viewed
Job Description
The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.
Key ResponsibilitiesMap and analyze end-to-end customer journeys across online and offline touchpoints.
Design strategies to enhance customer experience across all service channels.
Develop KPIs to measure customer experience and service effectiveness.
Use feedback, usability testing, and data analytics to improve service delivery.
Manage and enhance digital channels (website, chatbot, mobile applications).
Define and enforce UI/UX and accessibility standards.
Lead implementation of digital self-service tools.
Collaborate with internal departments and external stakeholders to improve services.
Bachelor's degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.
Master's degree (MBA, Public Administration, or Digital Transformation) preferred.
Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.
7-10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .
Strong knowledge of journey mapping, service design, and digital service delivery standards .
Experience with digital platforms (websites, mobile apps, chatbots).
Familiarity with data analysis, usability testing, and reporting tools .
Strong communication, stakeholder engagement, and problem-solving skills.
Fluency in English (Arabic is an advantage).
Customer Journey Mapping
Service Design & CX Methodologies
UX/UI Standards & Accessibility
Digital Transformation & Innovation
Stakeholder Collaboration
Data-Driven Decision Making
CUSTOMER EXPERIENCE AGENT
Posted 4 days ago
Job Viewed
Job Description
- Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
- Ensure high first call resolution by resolving queries effectively.
- Follow structured complaint handling protocols to ensure a seamless resolution process.
- Collaborate with internal teams to enhance customer journeys and service efficiency.
- Maintain accurate CRM records in our system.
- Support quality assurance compliance and policies.
- Participate in quarterly training programs to develop CX skills and knowledge.
- 1-3 years' experience in a customer service sales or contact center role.
- Previous experience in automotive, retail or hospitality industries is a plus.
- Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
- Understanding of lead qualification and customer engagement techniques.
- Knowledge of service booking management and retention techniques.
- Familiarity with quality assurance standards and compliance protocols.
- Basic understanding of automotive industry processes.
- Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
- Excellent verbal & written communication skills in English & Arabic is Must.
- Strong negotiation and persuasion abilities to improve conversion rates.
- Technical proficiency in CRM & telephony systems (Salesforce, Genesys)
Customer Experience Analyst
Posted 1 day ago
Job Viewed
Job Description
At Snoonu, we believe that technology has the power to make anything possible.
Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
Values We Live By
Be Customer Obsessed:
Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious And Creative
We constantly innovate and create solutions to bring a lasting positive impact.
Lead By Example And Take Ownership
Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People
Be a team player; together, we are stronger.
About The Role
We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.
What You’ll Do
Root Cause & Issue Analytics
- Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
- Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
- Develop frameworks to categorize and quantify the impact of systemic CX issues.
- Analyze customer lifecycle data to understand key drop-off points and churn predictors.
- Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
- Identify cohorts at risk and provide insights for lifecycle interventions.
- Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
- Design and run analyses to evaluate the impact of experiments and personalization efforts.
- Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
- Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
- Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
- Support the continuous improvement of CX KPIs and feedback loops.
- 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
- Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
- Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
- Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
- Ability to manipulate and analyze large datasets to find actionable insights.
- Strong problem-solving skills and a hypothesis-driven approach to analysis.
- Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
- A growth mindset and curiosity about customer behavior.
- Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
- Background in experimentation (A/B testing, test vs. control).
- Familiarity with customer segmentation, recommender systems, or churn modeling.
CUSTOMER EXPERIENCE AGENT
Posted 1 day ago
Job Viewed
Job Description
Responsibilities
- Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
- Ensure high first call resolution by resolving queries effectively.
- Follow structured complaint handling protocols to ensure a seamless resolution process.
- Collaborate with internal teams to enhance customer journeys and service efficiency.
- Maintain accurate CRM records in our system.
- Support quality assurance compliance and policies.
- Participate in quarterly training programs to develop CX skills and knowledge.
- 1-3 years' experience in a customer service sales or contact center role.
- Previous experience in automotive, retail or hospitality industries is a plus.
- Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
- Understanding of lead qualification and customer engagement techniques.
- Knowledge of service booking management and retention techniques.
- Familiarity with quality assurance standards and compliance protocols.
- Basic understanding of automotive industry processes.
- Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
- Excellent verbal & written communication skills in English & Arabic is Must.
- Strong negotiation and persuasion abilities to improve conversion rates.
- Technical proficiency in CRM & telephony systems (Salesforce, Genesys)
Customer Experience Analyst
Posted 3 days ago
Job Viewed
Job Description
A Little Bit About Us:
At Snoonu , we believe that technology has the power to make anything possible. Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities. Values We Live By:
Be Customer Obsessed:
Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative:
We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership:
Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People:
Be a team player; together, we are stronger.
About the Role:
We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.
What You’ll Do:
Root Cause & Issue Analytics
- Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
- Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
- Develop frameworks to categorize and quantify the impact of systemic CX issues.
Retention & Churn Analysis
- Analyze customer lifecycle data to understand key drop-off points and churn predictors.
- Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
- Identify cohorts at risk and provide insights for lifecycle interventions.
Behavioral Segmentation & Journey Mapping
- Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
- Design and run analyses to evaluate the impact of experiments and personalization efforts.
- Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
Insight Delivery & Stakeholder Influence
- Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
- Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
- Support the continuous improvement of CX KPIs and feedback loops.
We’re Excited About You Because You Have…
- 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
- Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
- Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
- Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
- Ability to manipulate and analyze large datasets to find actionable insights.
- Strong problem-solving skills and a hypothesis-driven approach to analysis.
- Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
- A growth mindset and curiosity about customer behavior.
Preferred Qualifications
- Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
- Background in experimentation (A/B testing, test vs. control).
- Familiarity with customer segmentation, recommender systems, or churn modeling.
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Customer Experience Specialist
Posted 22 days ago
Job Viewed
Job Description
The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.
Key ResponsibilitiesMap and analyze end-to-end customer journeys across online and offline touchpoints.
Design strategies to enhance customer experience across all service channels.
Develop KPIs to measure customer experience and service effectiveness.
Use feedback, usability testing, and data analytics to improve service delivery.
Manage and enhance digital channels (website, chatbot, mobile applications).
Define and enforce UI/UX and accessibility standards.
Lead implementation of digital self-service tools.
Collaborate with internal departments and external stakeholders to improve services.
Bachelor’s degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.
Master’s degree (MBA, Public Administration, or Digital Transformation) preferred.
Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.
7–10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .
Strong knowledge of journey mapping, service design, and digital service delivery standards .
Experience with digital platforms (websites, mobile apps, chatbots).
Familiarity with data analysis, usability testing, and reporting tools .
Strong communication, stakeholder engagement, and problem-solving skills.
Fluency in English (Arabic is an advantage).
Customer Journey Mapping
Service Design & CX Methodologies
UX/UI Standards & Accessibility
Digital Transformation & Innovation
Stakeholder Collaboration
Data-Driven Decision Making
Customer Experience Specialist
Posted today
Job Viewed
Job Description
Company Description
Founded in 2016, 365 Adventures is a Destination Management Company specializing in travel services across the Middle East, including Qatar, UAE, KSA, and Oman. Our services range from day tours and hotel bookings to team-building activities and sports fan management. Since 2022, we have provided over 200,000 services to guests worldwide, connecting travelers with local experts for authentic experiences. Join us to explore the culture and heritage of the Arabian Peninsula.
About this job:
As a Customer Experience Specialist, you will serve as the primary point of contact for our customers, ensuring their interactions with our company are seamless, positive, and memorable.
Location:
Remote (Open to applicants based in Pakistan)
Employment Type:
Full-time
Level:
Entry-level
Timing:
Afternoon/Evening Shift
Your role will involve:
- Handling customer inquiries, concerns, and feedback through various communication channels (phone, email, chat, social media, etc.)
- Providing accurate information about our products/services, assisting customers with their purchasing decisions, and offering solutions to their problems.
- Resolve customer complaints effectively and efficiently, aiming for first-contact solutions whenever possible.
- Collaborate with cross-functional teams to address customer needs and provide overall customer satisfaction.
- Analyze customer feedback to identify trends, issues, and areas for improvement.
- Contribute to the development and implementation of customer service policies and procedures.
- Maintaining a deep understanding of our products/services to offer personalized recommendations and assistance.
- Assisting guests with their booking procedures and making their reservations.
- Assisting operations and accounts teams with relevant information they require.
Qualifications:
- Proven experience in a customer-focused role, preferably as a Customer Experience Officer or similar.
- Excellent communication skills in English (both written and verbal)
- Knowing Arabic is a bonus.
- Strong problem-solving and interpersonal skills.
- Empathy and a genuine desire to help customers.
- Ability to handle challenging situations with professionalism and poise.
- Strong attention to detail and organizational abilities.
customer experience agent
Posted today
Job Viewed
Job Description
Responsibilities
- Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
- Ensure high first call resolution by resolving queries effectively.
- Follow structured complaint handling protocols to ensure a seamless resolution process.
- Collaborate with internal teams to enhance customer journeys and service efficiency.
- Maintain accurate CRM records in our system.
- Support quality assurance compliance and policies.
- Participate in quarterly training programs to develop CX skills and knowledge.
Qualifications
- 1-3 years' experience in a customer service sales or contact center role.
- Previous experience in automotive, retail or hospitality industries is a plus.
Required Skills
- Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
- Understanding of lead qualification and customer engagement techniques.
- Knowledge of service booking management and retention techniques.
- Familiarity with quality assurance standards and compliance protocols.
- Basic understanding of automotive industry processes.
- Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
- Excellent verbal & written communication skills in English & Arabic is Must.
- Strong negotiation and persuasion abilities to improve conversion rates.
- Technical proficiency in CRM & telephony systems (Salesforce, Genesys)