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Lead Customer Experience Strategist

2 weeks ago

Singapore beBeeCustomerExperience Full time $180,000 - $220,000
Job Description:

We are seeking a seasoned CX Strategy Leader to spearhead the development and implementation of a comprehensive customer insights programme. As a key member of our organisation, you will play a pivotal role in driving customer satisfaction and touchpoints improvements. Your expertise will be instrumental in leading CX strategy implementation, service process improvement initiatives, and developing actionable recommendations to address pain points across touchpoints.

Key Responsibilities:
  • Develop and implement data-driven strategies to collect and analyse customer insights from various channels
  • Translate customer data into actionable recommendations to support informed decision-making
  • Lead segmentation and other insight-related projects to drive business growth
  • Present insights to internal stakeholders to inform strategic decisions
  • Use analytics, machine learning, and automation tools to enhance insight generation
  • Benchmark and track performance metrics to measure programme effectiveness

Requirements:

The ideal candidate will possess a Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field. Minimum 10-12 years of progressive experience in customer experience, market research, service management, and data analytics is required. Proven leadership skills, analytical abilities, and proficiency in data analysis, statistical software, and key driver analysis are essential. Additionally, experience in designing and conducting customer surveys, knowledge of survey management systems, customer data management, and data warehousing is highly desirable. A strong understanding of process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting is also necessary. Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio) is preferred.

About This Role:
This is an exciting opportunity for a motivated and experienced professional to join our team as a Lead Customer Experience Strategist. You will have the chance to work on challenging projects, collaborate with cross-functional teams, and contribute to driving business success. We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.