Customer Experience Assistant Manager

KEY RESPONSIBILITIES

• Drive customer centricity culture activities (60%)​
  • Play as business owner role for CX Principles project which articulates CX Principles into key behaviors & standards across company, especially frontline teams to keep customer experience consistent​
  • Coordinate with consulting agency, People division & related functions to organize activities, contests and reward program to promote customer centric culture and mindset within the organization.​
• Monitor, understand & improve customer experience for assigned customer segments (40%)​
  • Define customer journey (stage/ step/ touchpoints/ related functions) for new product/ service/ feature. It could be End-to-end journey but usually specific parts of journey​
  • Define the key metrics & questionnaire to measure the success of customer experience based on customer journey (NPS, CSAT, CES, customer complaints, business metrics…)​
  • Coordinate with relevant departments to collect and track customer experience metrics across end-to-end journey​
  • Regularly monitor the metrics to identify potential problematic touchpoints & Coordinate with business stakeholders to define potential root causes​
  • Propose necessary qualitative & quantitative research to confirm customer journey, identify customer’s expectation, customer pain points, drop rate during detected journey then report key findings​
  • Coordinate with business stakeholders to define potential root causes for improvement solution design​
  • Recommend & coordinate in solution design & implementation (UX/UI revision, product/process improvement, people training,…)​
• Other tasks assigned by manager to contribute to team delivery

KEY REQUIREMENTS

• At least 7 years working experience
• At least 3 years experience in customer experience/ customer service/ customer centricity culture building
• Excellent project management, organization and communication skills, with the ability to deal with both technical and non-technical stakeholders in every levels
• Able to deliver presentation to diverse audiences in written and verbal forms, especially PowerPoint presentations
• Strong problem-solving and critical-thinking abilities, with a detail-oriented mindset
• Fluent in English 

COMPENSATIONS & BENEFITS

• 13th Salary Fixed and KPI Bonus
• Premium Health Care for personal & 3 dependants
• 24/7 Accidental Insurance
• 100% Social Insurance
• Meal + Phone Allowance
• Yearly Medical Checkup
• 18 Annual Leaves
• Professional and Transparent Working Environment
• Apply Latest Financial Technology in the World