Job Description

EVe Charging Pte Ltd is Singapore\xe2\x80\x99s leading EV charging solutions provider, a wholly owned subsidiary of LTA tasked with managing EV charging point (EVCP) deployment for HDB carparks and undertaking supporting electrical infrastructure upgrades. With the opportunity to deal with cross-cutting issues from both whole-of-government and private sector stakeholders, the incumbent will be assured of a rich experience involving in installation of EVCPs work, which is envisaged to support the effort to reduce land transport emission in Singapore.

The Customer Experience (CX) and Relationship Manager is responsible for managing and enhancing the overall customer experience and satisfaction levels of EV motorists in EVe\xe2\x80\x99s network of EVCPs. This role involves supporting and implementing EVe\xe2\x80\x99s CX strategy, manage customer journey design and delivery, develop close working relationship with various stakeholders to ensure a positive experience at all touchpoints, implement customer-centric initiatives and monitor key performance indicators to measure customer satisfaction and loyalty. Overall, the scope of the Customer Experience and Relationship Manager will entail the following:

• Support and implement the EVe\xe2\x80\x99s CX strategy, manage customer journey design and delivery, customer communications, research, and insights.
• Conduct relevant engagements (e.g., different customer segments, EV charging operators) to identify challenges and pain points, and work with internal stakeholders to improve processes and workflows.
• Translate requirements and findings from stakeholder engagement insights into design user interfaces, and document front-end requirements.
• Conduct research into customer personas and behaviours, and map out corresponding service design blueprints.
• Develop, drive, and implement customer service initiatives / projects and service-related policies, processes, and guidelines.
• Support the CX strategy, manage customer journey design and delivery, customer communications, voice of customer, research, and insights.
• Ideate and develop concepts to demonstrate potential solutions across chapters and moments within the customer journey.
• Manage and reply to customer feedback received through various mediums and provide timely and relevant resolutions.
• Develop and monitor service performance KPIs, measurements and standard, and establish the CX measurement framework and metrics.

• Tertiary qualification with 2-3 years\xe2\x80\x99 experience in marketing, communications, public relations, corporate affairs, customer experience or related disciplines.
• Strong knowledge of CX/UI/UX design principles and methodologies.
• Experience in implementing customer feedback mechanisms and utilising customer insights to drive improvements.
• Familiarity with automobile/transport industry best practices and trends in customer experience and service is a plus.
• Experience in digital marketing is a strong plus.
• Experience in designing, planning, and executing research and testing to document the needs of end users and taking ownership across the engagement lifecycle.
• Experience in front-end design and development tools, is a plus.
• Proactive self-starter that brings a fresh perspective to problem solving with a can-do attitude.
• Excellent written, communication and presentation skills