Customer Experience

Our CX Specialists are responsible for creating satisfying or compelling experiences for customers of our products and services, with a focus on reshaping the customer experience to make it simple and frictionless for customers to do business with us. Successful team members must have an expert understanding of touchpoints across the entire customer relationship journey the company, and be able to empathize with customers’ point of view.

The role requires creative thinking and a real talent for communications, along with the ability to analyse quantitative results and demonstrate measurable impact to business. Tasks will involve suggesting ideas based on customer feedback, working with managers and other teams to shape those ideas, then executing. Customer experience specialist responsibilities will still be in the inbox, but they should be thinking about how to get ahead of issues rather than just resolving them.

The role of a customer experience (CX) specialist is to ensure that the business and product owners follow a customer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the buyer journey, consistently bring the Customers view, no matter how big or small, into the conversation across all silos of the business.

Job Responsibilities

Identifying Gaps in Customer Journeys
- Keep track of customer journeys, interact with customers across channels and platforms, and coordinate with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.
- Liaise with internal teams such as marketing, sales, product development, trading representatives, operations, credit/risk, finance, Digital UX etc. to ensure that gaps in the customer experience - irrespective of where they occur in the journey - are plugged.
- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience.
- Raise red flags wherever the business process - anything pre or post sales - needs correction to ensure the customer has a seamless experience with the company.

Analyzing and Measuring Impact of Poor and Great CX to Guide Efforts
- Provide quantitative analytics and qualitative feedback to help CXO/Group determine priorities for improvement efforts and investments.
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
- Ensure the CX strategies are aligned to the larger business goals and outcomes.

Designing Great Journeys and Improving/Fixing Broken Ones
- Plan and conduct customer lab sessions for CX/UX testing and journey mapping.
- Work with the technology teams and product/platform owners to ensure a seamless brand and buying experience with the technology - whether it’s the brand website or a self-service app, or outsourced/vendor platform.

Job Requirement
- Minimum 5+ years CX or relevant experience in a B2C business or agency, including direct interaction with customers (familiarity with Securities/Fixed Income operations a plus).
- Experience mapping and designing customer journeys based on customer feedback and insight.
- Experience crafting and setting up objective customer surveys (familiarity with NPS and Survey Monkey a plus) to extract customer feedback and insights.
- Good analytical skills - able to run customer segmentation exercises, and analyse survey results to recommend actionable steps for business to take to improve NPS and CX.
- Proven ablity to listen and talk to customers without leading/biasing the conversation.
- Must be confident to speak up respectfully, present and defend recommendations, and lead CX discussions with senior management without being intimidated.
- Fast learner and smart worker who can get up to speed quickly and adapt to a fast-paced environment.
- An active but unbiased Financial Services customer/user.

Bonus Experience:

- Bachelor’s Degree or higher qualification in a relevant discipline.
- Experience in financial services, investment, banking, insurance and similar industries preferred.
- Experience or exposure to customer first marketing and design a plus.
- Experience in digital marketing and UI/UX a strong plus
- Excellent written and verbal communication skills, with strong editing skills.