Customer Experience

il y a 1 semaine

Casablanca, Casablanca-Settat, Maroc Arrow Electronics Temps plein

Position
Customer Experience (CX) Operations Lead

Job Description
What will you be doing at Arrow?
The Customer Experience (CX) Operations Lead is responsible for managing and optimizing the systems, tools, and data that enable enterprise-wide customer listening and feedback programs. This role serves as the primary administrator and owner of our customer experience management (CXM) platform, ensuring data integrity, operational efficiency, and alignment with the company's customer experience strategy.

The CX Operations Lead works in close partnership with the Senior CX Strategist and CX Insights Analyst to connect strategy, operations, and analytics - turning customer feedback into actionable insights that drive continuous improvement. The ideal candidate is both technically adept and strategically minded, with the ability to integrate systems, improve data workflows, and operationalize CX programs at scale.

Required
What we are looking for:

  • Bachelor's degree in Business, Marketing, Data Analytics, or a related field, or equivalent work experience.
  • Minimum of five years in CX Operations, VoC program management, or experience data enablement.
  • Advanced hands-on experience with Qualtrics Frontline XM or comparable experience management platforms.
  • Experience integrating CX tools with enterprise systems (Salesforce, Adobe Experience Cloud, Power BI, Tableau, or similar).
  • Strong analytical and organizational skills, with proven attention to detail and data accuracy.
  • Ability to manage multiple projects and work collaboratively across cross-functional teams.
  • Excellent written and verbal communication skills.

Preferred

  • Qualtrics or Medallia Certification (Expert, Admin, or Specialist).
  • Experience with Adobe Customer Journey Analytics (CJA) or Experience Management (XM) strategy.
  • Familiarity with data privacy and compliance regulations (GDPR, CCPA).
  • Background in UX Research Operations or analytics program management.
  • Experience managing multi-region or global customer feedback programs.

What is in it for you?

  • Full Permanent contract
  • Social advantage: CNSS, CIMR, Health insurance
  • Very good working atmosphere in a team of passionate collaborators
  • Work culture where you can make an impact
  • Working within an international organization, recognized worldwide in its sector.

Arrow is an equal opportunity employer and is committed to creating an inclusive and diverse working environment by providing equal employment opportunities for all qualified persons.
Do you see yourself as our future colleague? If yes – send us your application.

Location:
MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type
Full time

Job Category
Business Support

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