CX DESIGNER

• Description: 

  Role Purpose:

  Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, every day! 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. We have over 45,000 team members in 16 international markets representing over 110 nationalities – all keeping the customer at the heart of everything we do.   Our diverse businesses present a unique opportunity to leverage one of the richest and most expansive sources of data within the MEA region, as part of the overarching vision of knowing and serving our customers better. In our efforts to realize this vision and to support our digital transformation, we are building one of the largest Data & Analytics teams in the region by investing in best-of-breed analytics talent, technology platforms, and assets. We have accomplished considerable successes in this agenda by delivering multiple powerful analytics use cases like a personalized recommendation engine for cinemas, retail promo & assortment optimization tools for supermarkets, etc., and are on our way to scaling up other experiments into a powerful product portfolio and embed them into different operating companies within the MAF ecosystem. At the core of our analytics organization lies the central data science unit which provides best-in-class capabilities required to support strategic decision-making. Based in Dubai, reporting into the Advanced Analytics Lead within the central holding company, the Senior Data Scientist will act as a recognized Subject Matter Expert in the application of quantitative methods, machine learning algorithms and predictive models to address complex business problems. He/she will lead a team of Data Scientists, in-house and offshore, leveraging large structured and unstructured datasets to develop and operationalize models, tools, and applications that drive optimized decision-making. In some cases, these analyses may result in an opportunity to productize insights to institutionalize the use of these analytical models on a day-to-day basis by the business.   Currently, the Advanced Analytics unit continues to be in a start-up mode and is expected to grow very quickly. As such, team members are given the latitude to shape the trajectory of the unit and bring their ideas and visions into fruition.

  Role Details – Key Responsibilities and Accountabilities:

  Role Purpose:

  • Combines creative and analytical skills to deliver best-in-class CX design for SHARE
  • Support in the research and analysis phase of AS-IS experiences, the definition of TO-BE experiences, and actively working with various corporate stakeholders.
  • Understands advanced trends and scenario thinking to drive innovative concept propositions

   

  Key Responsbilities:

  • Holistically analyses the components of an effective CX, systemically defining touchpoints, interactions, processes and underlying capabilities, identifying critical issues and related opportunities for SHARE
  • Conducts customer and market research using a wide range of tools and approaches (interviews, focus groups, mystery shopping, shadowing and desk research) to support SHARE expansion and business strategy
  • Collect and translates insights into tangible design opportunities to inspire innovation.
  • Supports the team in defining project scope and in building innovative business strategies that consider the needs of users, business requirements, market landscape and project constraints.
  • Provide hands-on support to our squads, monitoring progress, ensuring deliverables and quality are on time, and keeping stakeholders informed throughout
  • Analyse failure and pain points within existing services and experiences, identify root causes propose redesign and corrections to improve them
  • Embodies & promotes a design thinking and innovation approach for SHARE across all Business Units

CX DESIGNER | Majid Al Futtaim, Dubai, UAE