Senior Executive/Executive, Customer Experience
4 weeks ago
We are seeking a dynamic and detailed-oriented Customer Experience (Senior Executive/Executive) to join our team. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving loyalty and ensuring positive experience across our customer touchpoints.
Job Description
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 feature roll out of Salesforce's survey and service console.
Qualifications, Preferred Knowledge and Skills, and Other 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 and data analytics such as Salesforce.
- Strong analytical, conceptualisation and problem-solving skills
- Excellent PowerPoint, visual presentation and facilitation skills
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