
Senior Executive/executive, Customer Experience
14 hours ago
We are seeking a dynamic and detail-oriented **Senior Executive/Executive**to join our Customer Experience team.
This role requires a strategic thinker with excellent communication skills and a passion for delivering exceptional service.
- 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 module roll out of survey and service console of Salesforce
**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, databases, and data analytics such as Salesforce
- Strong analytical, conceptualisation and problem-solving skills
- Excellent PowerPoint, visual presentation and facilitation skills
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