Manager, Customer Experience

5 days ago


Singapore INCOME INSURANCE LIMITED Full time

Create optimised and seamless customer experiences across O2O2O (online - offline - online) spanning a multitude of touch points across Income and user experience documentation that includes user personas, user flows, wireframes and site maps
- Lead and/or contribute towards CX Strategies / Blueprint design with partner agency(ies) for respective streams (Payment Experience, Onboarding Experience, CX Culture & Governance, Experience Measurement & Tracking amongst various others)
- Identify, design, develop, and measure differentiated customer experiences to drive customer support, satisfaction and advocacy
- Develop customer needs and use cases throughout a customer journey and translate them into business requirements. This may include conducting / managing user research and synthesizing customer data from various sources to identify opportunities and recommend experience design directions
- Drive evangelism of customer-centric culture across the organization through the network of CX Champions, CX Workgroup and the creation of various initiatives to contribute towards CX Advocacy
- Manage or contribute towards the setup and subsequent implementation of an Experience Measurement & Tracking program and/or CRM system

**Qualifications**
- 4+ years of experience in Customer Experience /UI/UX Design, customer insights or similar roles that spans across marketing communications and/or loyalty, brand marketing, user experience design, product management / ownership and technical solutioning.
- Experience working in a team of CX practitioners in building a cohesive experience across both online and offline touchpoints. Background in consulting / agency would be a strong advantage
- Prior experiences in a payment ecosystem, managing / implementing a Measurement & Tracking system, loyalty management and/or CRM system or program would be a plus
- Innovative mindset with strong written and oral communications
- Forward thinking, proactive and the ability to work independently with strong attention to detail
- Deep knowledge of CX industry standards, usability, trends in interphase design and experience optimization
- Strong ability to listen to customers and stakeholders to design new experiences / optimize existing experiences
- Experience with Agile methodology and playing a key role/ leading design sprints an advantage



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