Job Description

:

• Lead and collaborate with cross-divisional matrix teams on a series of CX improvement initiatives and subsequent deployments across client\'s touchpoints.
• Drive adoption and adherence to the framework and operationalisation of the CX service principles by cross-divisional matrix teams.
• Develop the required centralised processes for client-wide CX implementation and use data insights to evaluate key drivers to continuously improve service operations and processes.
• Represent the voice of customer, provide analytics and actionable insights to guide strategic and operational decisions in delivery.
• Track performance trends and monitor effectiveness of various interventions, monitor service level standards, and promptly highlight areas that require resolution.
• Monitor and identify best practices for internal learnings on CX and plan learning sessions to cross-share best practices.
• Collaborate with HROD in the planning of training and engagement sessions to continuously develop board-wide\xe2\x80\x99s CX competencies, establish rewards and recognition programmes for CX efforts and achievements and contribute to the development of a customer centric culture in the organisation.
• Work closely with cross-divisional matrix teams through curation and implementation of new and/or improved service delivery channels/ initiatives
• Provide guidance to internal stakeholders to ensure that gaps in the customer experience are addressed
• Be on top of trends and market practices in enhancing the delivery of CX and identify opportunities for continuous improvements

Working Arrangement: Mondays to Fridays

Salary: $8000-$12,000/Month

Location: Near Outram Park MRT

Job Requirements:

Qualifications and Experience:

• Relevant qualifications in Marketing, Business Administration or in a related field;
• Minimum 8-10 years of proven track record in Customer Experience related work;
• Breadth of strategic and functional experience across customer journey mapping and profiling;
• Experience in guiding teams in drawing up service blueprints and/or customer journey maps;
• Experience in dashboarding collaborations with data/ business owners to drive a unified approach to collection, organisation, interpretation and dissemination of customer insights
• Team oriented and skilled in working within a complex cross-functional collaborative

Skills Requirements:

• Strategic thinking ability, as well as analytical and problem solving skills;
• Possess a data-driven mindset and has an aptitude for technology;
• Excellent interpersonal, networking and influencing skills;
• Excellent communications (spoken and written) and presentation skills;
• Strong organisational, project management and multi-tasking abilities;
• Strong collaboration, team orientation and skilled in working within a cross-functional matrix environment;
• Proficiency in leading groups in CX Improvement workshops would be an added advantage.

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