Minimum 5 years of experience in Customer Experience and Customer Support, with in-depth knowledge of Contact Centre processes and systems.
Strong understanding of customer journey maps, including ability to identify friction points and propose solutions.
Analytical mindset with excellent communication skills, capable of influencing stakeholders and facilitating cross-functional discussions.
Proven ability to lead process change initiatives, applying Six-Sigma/Lean principles to simplify retail processes and improve efficiency.
Experience in using data and insights to enhance customer experience in an omnichannel retail environment.
Familiar with AI / Automation tools (chatbots, Power automate, BI, Power apps) to automate workflows, visualise data and create low-code solutions that can enhance store operations to streamline repetitive or decision-heavy processes.

Please submit your application with your updated resume by 29th August 2025

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