Customer Experience Professional
4 days ago
We are seeking a highly skilled Customer Experience Manager to drive our CX initiatives and shape the overall satisfaction for our clients. The successful candidate will work closely with stakeholders, develop processes, and improve service delivery.
About the Role:
- Liaise with relevant stakeholders on a series of CX improvement initiatives and subsequent deployments across various touchpoints.
- Develop processes for CX implementation, such as metrics reporting, service principles implementation, and assist in developing new and/or improved service delivery channels/initiatives.
- Assist in distilling learnings from insights reports and prototyping projects for the development of CX strategy, vision, framework, and service principles.
- Monitor performance trends and track effectiveness of various CX-related interventions, monitor service level standards, and highlight areas that require resolution (both short-term and long-term).
- Track the implementation of the CX roadmap and propose revisions where necessary.
CX Training/Recognition:
- Work with internal stakeholders on planning different types of CX training/learning for various groups of staff, leaders, and vendors.
- Assist in curriculum development of different types of training programmes for staff, vendors, and partners.
- Perform periodic reviews of training contents and recommend revisions where necessary.
- Monitor best practices for internal learnings on CX and plan learning sessions to cross-share best practices.
- Establish and monitor rewards and recognition programmes for CX efforts and achievements.
CX Data-Driven Initiatives:
- Work with IT Team on integrating CX-related data sources and developing dashboards for CX metrics monitoring by management and staff.
- Coordinate and consolidate reports of customer experience across various touchpoints and service metrics from omnichannel data points.
- Conduct regular review of metrics to ensure relevance as business operations evolve, and metrics are captured at key ‘Moments of Truth’ for identified customer segments.
- Track performance trends and monitor effectiveness of various interventions, monitor service level standards, and promptly highlight areas that require resolution.
CX Forums, Administrative Duties & Others:
- Plan, coordinate, and organise meetings with internal stakeholders on CX discussions.
- Work closely with Business Development to ensure consistent positive brand experience across various touchpoints.
- Organise client appreciation events to engage and foster stronger relationships with clients.
- Perform administrative duties such as procurement, budget utilisation tracking, logistics arrangements, finance-related processing.
- Assist and support in any other CXSE initiatives when needed.
Job Requirements:
- At least a Degree in Business Administration or in a related field with minimum three (3) years of experience in Contact Centre industry.
- Experience in customer experience related projects or service journey mapping or data analysis work would be an added advantage.
- Sound knowledge in contact centre operations, telephony/IT systems, and contractual terms.
- Proficient in Microsoft tools and preparing management reports.
The estimated salary for this role is $80,000 - $120,000 per annum, depending on experience and qualifications.
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