Customer Experience Strategist

3 days ago


Singapore TDCX Singapore Full time

Transform Your Career with TDCX Singapore

About the Role

We are seeking a highly skilled and experienced Customer Experience Strategist to join our team in Singapore. As a key member of our leadership team, you will be responsible for driving customer satisfaction and loyalty through effective service delivery.

Key Responsibilities
  • Develop and implement strategic plans to improve customer experience and increase loyalty
  • Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS, and Contact Rate
  • Work with direct reports to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations
  • Maintain ultimate responsibility for team structure, recruiting, onboarding, and training by working with utmost leadership, direct reports, and other business partners
  • Use learnings from team members to identify opportunities and advocate for product improvements that support the team's strategy and the needs of the customer
Requirements

To succeed in this role, you will need:

  • A minimum of 5 years of working experience in a related field managing 30 seats and above
  • Excellent understanding of contact centre operations
  • Solid knowledge of customer satisfaction, Net Promoter Score, and quality programs
  • Organizational and time management skills
  • Effective facilitation skills in client and staff meetings
  • Excellent verbal and written communication skills in English


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