Cx One Subject Matter Expert

**This role can either be based in Singapore or Hong Kong**

The CX One Subject Matter Expert (SME) is responsible for driving & delivering the business benefits in all markets specifically covering channel optimization, efficiency, and improved productivity. This involves a close working relationship with the customer service teams & the Regional CX Manager to understand customer intents / pain points / opportunities.

The incumbent would also work closely with the Nice team to ensure that business benefits are delivered following any new product release or updates and partner with Nice to ensure that business functional requirements feed a product roadmap for future releases. The role will also require partnership with Regional & Local IT teams yet specifically noting this is a business role and not technology.

The role has a specific focus on driving business usage and ultimately channel & business optimization from the capabilities within Nice CX One.

Our objective is to build internal SMEs and reduce dependency on Nice to ensure we can drive tangible business benefits and value from the investments made in Nice CX One.

**Key Accountabilities & Responsibilities**

1. CX One Thought Leadership (~30% focus)
- Build consistent ongoing knowledge of all channels available for customer service and ensure that CX One drives channel optimization across all opportunities for self-serve / AI.
- Provide relevant, actionable insights to enable resource and channel optimization by leveraging the full capabilities of CX One.
- Deliver presentations on the value that can be delivered & has been delivered from CX One.
- Execute and drive cadence in the delivery of the CX One capability roadmap to drive market leading customer experiences in APAC.
- Use leading indicators (NPS / CSAT / complaints / etc) from the customer to develop insights and thought leadership connecting the dots between how CX One can be better leveraged for the benefit of the customer & Chubb.
- Ensure all stakeholders within the region are fully aware of the capabilities that CX One brings to transform consumer operations (& commercial / brokers).

2. Drive & Deliver CX One Capabilities & Benefits (~60% focus)
- Partner with country teams, IT & infrastructure teams to drive & deliver the optimized use of CX One that will enable channel optimization along with internal efficiencies and improved CX (NPS / CSAT / complaints / etc).
- Partner with MyAccount team to ensure we are enabling channel optimization & a lower cost to serve.
- Perform gap analysis & identify list of actions to bridge gap to achieve the market leading experiences for our customers.
- Drive successful adoption of forecasting, scheduling and quality management to deliver improved efficiency and quality.
- Use business data point to demonstrate the value of CX One both within country and APAC.
- Facilitate workshops to develop innovative solutions and drive improvements in customer experiences and metrics.
- Build the APAC CX One roadmap in partnership with Manager, Consumer Operations.
- Drive successful adoption of forecasting, scheduling and quality management to deliver improved efficiency and quality.

3. Data Insights (~10% focus)
- Partner with the internal Metrics & Insights team to define value add reporting CX One can deliver to be able to improve overall APAC consumer operations efficiency and customer experiences.

Plus, other duties, projects or functions assigned by the Consumer CX One Product Owner, APAC.

Essential:

- 7+ years related experience in telco vendor (preferably Nice if not Genesys) in implementation / support / scoping / maximizing usage.
- Experience in CX measurement tools / capabilities and how these fit within the omni-channel telephony solution.
- Experience in integration for the omni-channel telephony solution with CRM is preferred.
- Empathy and passion for improving customer experience and journeys leveraging technology.
- Creative & out-of-the-box thinking to drive and enable improvements in customer experiences using CX One.
- Strong presentation & story telling skills.
- Customer experience mindset in terms of possessing a deep understanding about customer needs and satisfaction.
- Proven track record of working with stakeholders both in country and regionally.
- Ability to simplify complexities and communicate issues / opportunities to multiple levels of management.
- Problem solving mindset and project skillset.
- Proficient in the use of MS Excel, Word and PowerPoint.
- Professional demeanor - executive presence; ability to independently interact with leaders.
- Strong communication skills - written and verbal to internal and external stakeholders.
- Ability to decompose complex issues, find solutions and summarise in plain English.
- Passionate about customers, continuous improvement and becoming better.
- Willing to roll his/her sleeves up to get things done.
- Influence, coach, manage stakeholders to get things done and effect chan