Customer Self Serve Experience Strategist

**Get to know our Team:
We are living in exciting times. Technology is reshaping how we live and we want to use it redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

**Get to know the Role**:
The Customer Experience (CX) team is responsible for developing, shaping and executing a holistic customer experience strategy for GXS Bank. We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

Reporting to the Head of CX Process & Service Design and Excellence, this role is responsible for developing the strategy to drive effective and engaging customer self-serve journeys.

**What you will do**:
**Customer Self Serve Strategy & Roadmap**:

- Build the strategy for customer self-serve experience through experience content and tools to drive a differentiated and consistent GXS Customer Experience for our customers
- Identify, plan and execute new opportunities to improve Self Serve experiences for our customers

**Self Serve Content management and development**
- Manage and own content knowledge management platform and partner with cross-functional teams across the bank and within customer experience team to design and create self-serve content materials and tools
- Lead and create self-serve FAQs, agent knowledge base and training/coaching materials based on customer needs and drives customer self-serve in an effortless manner
- Drive continual enhancements leveraging AI to ensure that knowledge management content serves both internal users (frontline needs) and external users (customer needs) intelligently
- Accountable for metrics related to self-serve and overall service quality through self-serve ( e.g. usage, engagement, self-service channel containment and channel CSAT etc. )
- Develop and manage customer and agent feedback platforms on self-serve content and communicate findings and conclusions to key stakeholders and executive-level leadership for improvement
- Support timely and efficient update on content knowledge management platform to ensure content accuracy and drive customer self-serve

**Customer Journey Mapping**
- Develop and design customer journey mapping tools to drive and build a consistent and differentiated customer experience across the bank for the customers
- Drive and lead experiments, co-creation sessions and facilitate customer experience/journey design sprints with business, product, marketing, operation, research, etc teams through customer experience squad leads across the bank to map and define customers’ journeys
- Innovate, design and drive required initiatives to identify desired journeys and experience and developing them into relevant service blueprints and performance measurement

**Minimum Experience and Qualifications
At least 6-8 years of relevant digital experience translating in to the following relevant skills;
- Proven experience in creating self-serve strategies to drive adoption and engagement
- Comfortable in leading projects and cross-functional and virtual teams, as well as have experience of managing development teams
- Experience working with UI and UX teams
- Passionate about new CX technology and latest trends.
- Experience in working on customer journeys to create, analyse and optimize
- Experience working with Customer Service and/or Operations functions in large organisations - preferably in banking
- Excellent written communication - ability to craft self-serve content that can be easily understood customers (e.g. translate banking jargons into layman terms)
- Prior experience in content marketing, creation of user manuals, is highly desirable
- Proven track record of owning & executing on large cross-functional initiatives and delivering results
- Proactive, resourceful and passionate about customer experience and solving customer issues
- Strong team player with strong organization and stakeholder management skills and the ability to take ownership and deliver independently
- Possess initiative, drive and excellent attention to detail
- Able to work under pressure with tight deadlines and/or multiple