Customer Experience Expert

Job description / Role

Overview

KEO is a creative enterprise, where innovation is a way of life. We are uniquely resourced with end-to-end services to take clients from inspiration - through conceptualization - to realization of planning, design or project delivery in the built and natural environments. For over 60 years we've led with vision, contributing to many of the world's most ambitious projects, iconic places, remarkable experiences and prosperous communities.

As a highly integrated and agile AEP/PMCM firm, KEO is recognized by ENR as one of the Top 225 International Design Firms and one of the Top 20 International PM/CM Firms. We are also ranked by World Architecture as the 57th largest global architecture firm and the #1 Firm in the Middle East Region in their 2023 WA100 Survey.

We invite you to join us. Why?

When you join KEO, you'll discover more than just a job - you'll find a supportive environment that fosters your professional development through internal global mobility and career development and does so within a culture that supports company-wide health and well-being through on-demand counselling services and regular workplace clinics.

You will be invited to celebrate community events such as sports days, fun-runs, in-house sports teams and beach clean ups. In addition to your competitive package and benefits you will have access to a suite of policies that include hybrid working arrangements, individual athletic sponsorship, study assistance sponsorship, employee referral rewards, mentoring and coaching programs and extensive in-house on demand learning courses.

Responsibilities

Our newest opportunity is for a talented Customer Experience Expert to join our team, based in Doha, Qatar. This critical role is responsible for ensuring that the design of all the customer touch points will meet the expected high standards needed to provide excellency in the High-Speed Rail project.

The Customer Experience Expert will need to ensure full alignment of all other internal and external departments
involved, representing customer experience (CX) in all High-Speed Rail design gates review.

We envisage success in this role to include;

Strategic:

- The Customer Experience Expert is a strategic thinker who is able to disseminate multi layers of information and propose solutions for the benefit of the Client, its customers and its reputation.
- Provides expert industry advice and input into the Customer Service strategy for High-Speed operations, ensuring customers will always be at the heart of everything it does.
- Drives strategic decisions on product selection and future product efficiency through proposing innovative and new ways of working.

Operational:

- Development and review of CX Requirements for High Speed Rail design and operations, including but not limited to: Systems, Customer Information, Signage and Wayfinding, Onboard Product, Reporting, etc.
- Leading CX interface with Program Delivery, Business Development, Architects, all Service Delivery departments, Project
- Team and other internal/external stakeholders, d eveloping and maintaining effective relationship.
- Providing technical expertise for High-Speed Rail, always from a customer experience point of view.
- Ensuring customer requirements are understood and always considered in the design process.
- Reviewing technical documentation and creating user requirements & processes.
- Technical review and sign off completed deliverables as appropriate, as part of the project.
- Ensure design's alignment with QR Vision and Customer Service Strategy.
- If required, supporting implementation of an effective end state high speed railway.

To be successful in this dynamic opportunity, we envision that your career journey to date will include minimum 8 years of experience in High-Speed (preferable) or Long Distance Rail of which at least 4 years will have been spent in a strategic design or delivery role. Previous employment in a Customer Service centric organisation is essential with demonstrated experience in driving continuous improvement through process, partnered with Bachelor Degree in economic or engineering disciplines.

- E xcellen t working knowledge of the Rail industry at multi levels including Customer Operations and Service Delivery.
- Proven successful and demonstrated experience of working within large teams.
- A strategic thinker.
- Excellent spoken and written English skills.
- Problem solver who is able to analyse data and make informed decisions.
- Communicates clearly to others and able to present at a high level.
- Adapts quickly to changing environments and is embraces change as an opportunity.

KEO's performance is founded upon integrity, results, innovation, safety and our people. We embrace diversity and recognise its' contribution to client success wherever we work.

We are excited to hear how you can partner with our award-winning team and treat all expressions of interest confidentially.

About the Company

KEO is a creative enterprise, where innovation is a way of life. We are uniquely resourced with end-to-end services to take clients from inspiration – through conceptualization – to realization of planning, design or project delivery in the built and natural environments. For over 57 years we’ve led with vision, contributing to many of the world’s most ambitious projects, iconic places, remarkable experiences and prosperous communities.

As a highly integrated and agile AEP/PMCM firm, KEO is ranked by ENR in the Top 225 International Design Firms; in the Top 20 International PM/CM Firms; and by World Architecture as 50th largest global architecture firm and #1 Firm in the Middle East Region in their 2021 WAS 100 Survey.

We invite you to join us.