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Chief Customer Experience Officer, Net Promoter Strategy

1 month ago

Singapore SOURCEO PTE. LTD. Full time

About the Role:

We are seeking a highly experienced Chief Customer Experience Officer to lead our Net Promoter Score (NPS) strategy. The ideal candidate will have a proven track record of implementing successful NPS programs and driving customer-centricity across organizations.

Key Responsibilities:

  • Develop and execute a comprehensive NPS strategy aligned with business objectives
  • Analyze NPS data to extract actionable insights and present executive-level reports on trends and business impact
  • Work closely with various departments to implement NPS-driven improvements, develop customer retention programs, and incorporate feedback into product enhancements
  • Identify key drivers of customer satisfaction, develop strategies to address pain points, and lead initiatives to close the feedback loop with customers
  • Build and manage a high-performing team of NPS specialists, providing mentorship and fostering a culture of customer-centricity

Requirements:

  • Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field
  • Master's degree in Customer Experience Management, Business Analytics, or similar field preferred
  • 8+ years of experience in customer experience management, with at least 3 years in a leadership role
  • Proven track record of implementing successful NPS programs
  • Deep understanding of customer experience metrics and methodologies
  • Strong background in data analysis and interpretation
  • Proficiency in NPS methodologies and best practices

Compensation: We offer a competitive salary of SGD $120,000 - $180,000 per annum, depending on experience.

Location: Singapore

About Us: SOURCE O PTE. LTD. is a leading technology company dedicated to delivering exceptional customer experiences.