Strategic Customer Experience Director

1 week ago

Singapore beBeeCustomerExperience Full time $90,000 - $120,000
Job Title: Senior Customer Experience Strategist

Are you a visionary leader with a passion for delivering exceptional customer experiences? Do you have the expertise to drive business growth and improvement through effective customer experience strategies?

As a key member of our team, you will lead and drive customer insights to inform strategic decision-making and enhance the overall customer experience. Your expertise in developing and executing effective strategies to collect, analyze, and interpret customer insights will be invaluable in driving business success.

Responsibilities:
  • Designing and implementing comprehensive customer experience strategies and roadmaps, with clear goals, engagement plans, and actionable initiatives to promote citizen-centricity and drive system-wide adoption of CX principles.
  • Leading cross-functional teams in the design and implementation of service enhancements using Human-Centred Design (HCD) approaches, from gathering insights and mapping customer journeys to prototyping and delivering solutions for Service Design projects.
  • Providing leadership to cross-functional teams across CX, insights, and service design, fostering a culture of collaboration, innovation, and accountability.
  • Building team capabilities through coaching, mentoring, and structured learning initiatives aligned with the organisation's CX maturity objectives.
Required Skills and Qualifications:
  • A bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
  • Professional certifications in areas such as Customer Experience Management (CXM), Service Design, Agile methodologies, Business Process Reengineering (BPR), Six Sigma, Lean methodologies, or data analytics.
  • At least 10-12 years of progressive experience in customer experience, market research, service management, or data analytics.
  • Demonstrated experience in leading and managing high-performing teams.
  • Proven ability to develop and execute customer experience strategies.
Benefits:

This is an exceptional opportunity to contribute to the development of innovative solutions that drive business success. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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