Senior Manager, Customer Experience Specialist

2 weeks ago

Singapore NCS National Council of Social Service Full time

You will be part of the Philanthropic Strategy and Innovation team in Community Chest to reshape donor experience. You will help to develop Customer Experience (CX) strategy, generate CX insights and facilitate CX adoption. The role requires creative thinking and excellent communication and change management skills, along with the ability to analyse quantitative data and drive measurable outcome for the organisation.

**Develop and Deploy Donor Experience Strategy**
- Keep track of donor journeys, characterise donor segments and touchpoints to identify gaps and opportunities to enhance engagements and donor experience.
- Communicate with front facing team members and other stakeholders to identify new opportunities in donor experience.
- Highlight potential risks in the user journey / business process to ensure donors have a seamless experience with the organisation.
- Review quantitative and qualitative feedback to help identify and prioritise improvement areas.

**Generate CX Insights**
- Develop donor experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment and translate these insights into reports that will guide strategic decision making.
- Work with product development vendor, platform owners & Info-Communications teams in developing a robust and great donation experience with the new Donation Management System.
- Plan and execute customer/user tests and journey mapping.

**Facilitate CX Adoption**
- Formulate internal communications and engagement strategies with internal stakeholders on the specific ways different roles can make a difference in customer lifetime value.
- Develop recognition for formal and informal collaborations that resolve issues, prevent issues and create value for internal and external customers.

**Personal Competencies**:
1. Analytical and meticulous

2. Able to work well and communicate effectively with stakeholders at different levels

3. Ability to work in a fast-paced, team and service-oriented environment

4. Proactive, adaptable and resilient

**Skills & Knowledge**:

- Customer Experience and Service
- Data management
- Project Management
- Communication (written, presentation)
- IT/CRM systems implementation (preferred)
- Knowledge of the social service sector and/or public sector (preferred)

**Experience**:

- Minimum 5 years in Customer Experience (or equivalent)
- Mapping and designing customer journeys based on customer feedback and insight.
- Organising customer surveys to extract & analyse customer survey results.

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