Job Description

We are seeking a dynamic and detail-oriented

Senior Executive/Executive

to join our Customer Experience team.





The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving loyalty and ensuring positive experience across our customer touchpoints.





This role requires a strategic thinker with excellent communication skills and a passion for delivering exceptional service.

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 module roll out of survey and service console of Salesforce

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, databases, and data analytics such as Salesforce Strong analytical, conceptualisation and problem-solving skills * Excellent PowerPoint, visual presentation and facilitation skills