Customer Experience Strategist
4 days ago
The Customer Lifecycle Management (CLM) team at StarHub is dedicated to delivering exceptional customer experiences across all touchpoints. Our mission is to understand, enhance, and optimize the customer journey through data-driven strategies.
Role OverviewWe are seeking a seasoned Customer Experience Strategist to lead our NPS program and drive customer-centric initiatives across StarHub. As the Head of NPS, you will develop and implement comprehensive strategies to enhance customer loyalty and satisfaction.
Key Responsibilities:- Develop and execute a robust NPS strategy aligned with StarHub's business objectives
- Analyze customer feedback to extract actionable insights and present executive-level reports on NPS trends
- Collaborate with cross-functional teams to implement NPS-driven improvements and incorporate feedback into product enhancements
- Identify key drivers of customer satisfaction and develop strategies to address pain points
- Lead initiatives to close the feedback loop with customers and foster a culture of customer-centricity
- 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 analytical skills and proficiency in statistical analysis software
- Bachelor's degree in Computer Science, Information Systems, or a related field
- Master's degree in Customer Experience Management, Business Analytics, or similar field preferred
$120,000 - $180,000 per annum, depending on experience and qualifications
Location:This role is based in Singapore, offering a unique opportunity to work with a leading telecommunications company in the region.
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Customer Experience Strategist
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