Senior Executive/Executive, Customer Experience

3 days ago

Singapore NTUC Club Full time

We are seeking a dynamic and detailed-oriented Customer Experience (Senior Executive/Executive) to join our team. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving loyalty and ensuring positive experience across our customer touchpoints.

Job Description

Customer Experience and Assessment

  • Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews
  • Create user stories, personas and storyboards
  • Maintain, review and create new customer journey maps to enhance corporate clients' and their digital experiences
  • Translate all findings and goals into actionable recommendations
  • Monthly Data Reporting and Analysis of Survey Results
  • Project Management of Chatbot
  • Supporting in User Testing and Portal Experience
  • Conduct Mystery Shopping of current offerings

Service Delivery

  • Supporting in the Feedback Management Process
  • Supporting in the administration and new feature roll out of Salesforce's survey and service console.

Qualifications, Preferred Knowledge and Skills, and Other Requirements

  • Degree in Business, Marketing or equivalent
  • At least 3 years of work experience, preferably in customer service, customer experience or user experience
  • Design thinking and customer service skills will be an advantage
  • Familiar with CRM programmes and data analytics such as Salesforce.
  • Strong analytical, conceptualisation and problem-solving skills
  • Excellent PowerPoint, visual presentation and facilitation skills
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