Customer Experience Senior Specialist

• Content Strategy & Creation: Develop, edit, and manage a centralized knowledge hub, ensuring all content aligns with Nawy's brand voice and supports a seamless customer experience.
• Cross-Functional Collaboration: Partner with product, marketing, and other teams to maintain a single source of truth for policies and ensure accurate, consistent customer-facing content.
• Data-Driven Content: Analyze customer feedback and data to optimize content, identify knowledge gaps, and enhance the overall customer experience.
• Stakeholder Communication: Deliver regular, impactful communication updates to support teams and stakeholders.
• Policy Development & Alignment: Collaborate with stakeholders to create, update, and implement clear and effective policies.
• Knowledge Hub Management: Partner with the quality team, SMEs, and team leads to address operational knowledge base gaps.
• Internal Feedback Analysis: Review and validate internal feedback form submissions to drive continuous improvement.
• Content Audits: Conduct regular content audits to ensure accuracy, relevance, and consistency.
• Content Performance Tracking: Establish and track key content performance metrics to measure effectiveness and identify areas for improvement.
• Comprehensive Learning Programs: Design e-learning courses, career development plans, workshops, and other learning initiatives tailored to the needs of all Customer Experience teams.
• Onboarding Excellence: Design and execute a comprehensive onboarding plan for new team members, including training sessions, shadowing, and nesting.

• Proven experience in content creation, management, and strategy.
• Ability to thrive in a fast-paced, dynamic environment.
• Exceptional logical thinking and problem-solving skills.
• Superior communication, time management, teamwork, collaboration, and prioritization abilities.
• Demonstrated stakeholder management, project management, and people management skills.
• Fluent in both spoken and written English and Arabic.
• Meticulous attention to detail and accuracy in documentation and analysis.
• Strong ability to work independently and manage multiple priorities.
• Understanding of customer experience operations, regulations, and compliance requirements.
• Experience with knowledge management systems and content management tools.
• Excellent presentation and public speaking skills.
• Ability to design and implement blended learning solutions.
• Experience in creating and managing training content.

Nawy