Website Majid Al Futtaim
Founded in 1992, Majid Al Futtaim Holding is the leading shopping mall, retail and leisure pioneer across the Middle East and North Africa, with operations in 12 countries and over 24,000 employees. Majid Al Futtaim Holding has the highest credit rating (BBB) among privately held corporates in the Middle East. Its operations are carried out by three complementary, wholly owned subsidiaries:
Executive, Customer Experience
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
The role is responsible for enhancing the customer experience across key touchpoints across our assets. The role’s primary focus will be designing ways to support a more seamless, intuitive, and engaging experience that exceeds our tenants and consumers’ expectations
Role Details – Key Responsibilities and Accountabilities:
- Collaborate closely with stakeholders to understand business objectives and shopper needs, translating them into captivating service design concepts.
- Customer Research: Conduct in-depth research to understand customer intent, pain points, and behaviors to continuously refine designs and ensure outstanding shopper experiences.
- Journey Mapping: Synthesize research into experience maps that represent current and future state journeys, identifying key touchpoints, measuring sentiment, and clearly defining opportunities for improvement.
- Service Design: Develop clear service blueprints and customer journey maps that guide the creation of compelling, shopper-friendly experiences.
- Think through complex interdependencies, including ways to leverage technology partners and engage channel specialists.
- Analyze user data, customer feedback, and metrics to validate the effectiveness of customer experience initiatives and identify areas for optimization.
- Facilitate working sessions with client teams to prioritize customer flows and identify the “backstage” actors and technology.
- Employ a comprehensive approach, balancing business requirements with customer expectations to create well-rounded solutions.
- Utilize your strong communication skills to effectively convey design concepts to cross-functional teams.
- Apply design thinking principles and stay attuned to industry trends and emerging practices, infusing innovative ideas to elevate CX design strategies.
Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)
– Creates and enhances customer experience across the 14 Core Journey touchpoints – working closely with assets for implementation
- Contributes to development of 4 major design innovation projects annually through research, design, mapping and supporting implementation
Functional/Technical Competencies:
- Expertise in service design tools including Service Blueprinting and Customer Journey Mapping.
- Solid grounding in user-centered design principles and the ability to translate them into comprehensive, customer-friendly experiences.
- Thoughtful portfolio showcasing a diverse range of projects highlighting your design process, creative problem-solving skills, and application of design thinking.
- Strong communication skills, both visual and verbal, enabling you to effectively convey design concepts to cross-functional teams.
- Familiarity with agile development methodologies is an advantage, and experience in retail or shopping environments is a plus.
Personal Characteristics and Required Background:
Minimum Qualifications/education:
- Bachelor’s degree in Design, Service Design, Human-Computer Interaction, or related field (or equivalent practical experience).
Minimum experience
- Demonstrated proficiency (3+ years) in customer experience (CX) or service design, with a focus on holistic experience enhancement.
To apply for this job please visit careers.majidalfuttaim.com.