Pearson Customer Experience Executive (Contract for 6 months) in Dubai, United Arab Emirates

Customer Experience Executive (Contract for 6 months)


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Customer ExperienceExecutive ensures smooth running of the Freelancer Model and contributes indriving efficiency and quality of Training. Acts as the first point of contactfor request and support, then undertakes various administrative tasks to ensuredeliverables are achieved. Assists the rest of the team and LoB’s with adequatesupport to work effectively and efficiently.

Training RequestManagement

●Monitor Request form

●Pick up requests

●Clarification from KAM and Client

●Reach out to LoB and qualify the request


●Start P.O. Process


●Scheduling and Notify KAM of trainerallocation and dates/Times

●Start P.O. Process

●Secure Bookings (Flight, Hotel, Visas,Transfers..)

●Training prep (Follow up with Freelancersand Supply resources, Digital access)

●Liaising with the Cairo Hub for TrainerSetup

●Delivery On-site check

●Post Delivery Reporting: Survey, Reportand KAM Feedback

●Focus on Action items based on the above

○e.g. liaising with Customer TechnicalSupport

○Ensuring that Cairo Hub providesFreelancers and they’re accounts with necessary support

●Update training Doc


●Q1-4 Reporting: Addressing key fields eg:number of institutes visited, presale impact on Sales revenue (value and volume)

●Keep track of Actual Vs. Forecasted spend

●Manage Customer experience spendingagainst budget, analyse variances, and suggest corrective actions.


●Maintain Availability record for trainers

●Keeping Freelancer files UTD

●Update trainer database: secure newtrainers seasonally

●Ensure trainer Readiness: Productupdates, Shadowing, refresher sessions

●Contract Management: Renewal of contractsand SLAs


Skills and Competencies

●Very comfortablewith extracting and analysing data (advanced MS excel skills)

●Previousexperience of office administration.

●Competent inprioritizing and working with little supervision.

●Self-motivated,trustworthy, decent, imaginative, brave, and accepts accountability for ownactions.

●Excellent verbalcommunication skills with good telephone manners.

●Outstandingbusiness communication and interpersonal abilities.

●Excellent teamplayer.

●Ability to workon own initiative and take responsibility where necessary and to work as partof a team.

●Strongorganizational skills that reflect ability to perform and prioritize multipletasks seamlessly with excellent attention to details.

●Ability to handlelast minute changes.

●Working acrossdifferent time zones and working with different approaches and styles ofworking.

●Well-developedkeyboard and computer skills with an advanced working knowledge of MicrosoftOffice, internet and email applications.

●Ability to workto a high standard (and while under pressure).

●Commitment toPearson’s aims and values.

Education,Qualifications & Training


●College Diplomaor Degree





●At least 3 years’experience as office administrator

●Proficient in generalaccounting and budgeting.


●Experience inworking in a multi-cultural and corporate environment.



●Proficient in allMicrosoft packages including Word, PowerPoint and Excel

Primary Location: AE-AE-Dubai

Job: Project/Temporary Workforce

Organization: Growth

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 10, 2017

Req ID: 1713489