Job Description

R&Rs

Strategy:

• Work with head of customer experience to continuously revise the customer experience strategy by fully engaging with and inspiring the various teams and key stakeholders.


• Outline the journey to achieve the customer experience vision including key landmarks and measures of success.


• Understand best practice.


• Implement, continuously review and update the contact center’s operating framework and environment across all platforms of engagement.


•  Initiate new practices and leverage proven technologies to enhance efficiency.

Culture:

• To develop and ensure customer experience interaction training to employees.


• Collect and share stories of customer experience excellence.


• Work with all customer touchpoints to implement CX training framework and signing off of the frameworks.


• In charge of implementation of customer experience programs.

Measurement:

• Implement the customer experience measurement metrics


• Implement Customer experience standards, business policies and procedures


• Provide recommendations to measurement program and roadmap to initiatives


• Benchmarking with other players in the industry and monitoring of industry trends

Service Design:

• Drive customer first program through research insights.


• Mapping and managing the entire customer’s journey.


• Document and recommend new customer experience initiatives/flows/


• Communicate the customer experience initiatives with the business.


• Identify gaps in the customer experience department and initiate corrective measures and initiative to close on the gaps.

Customer first Initiative:

• Solve or escalate non customer friendly experiences and actions.


• Drive customer first initiatives in order to deliver exceptional Service

 KPI’s

• Developing of new customer experience strategies/ initiatives.


• Successful implementation of the customer experience measurement metrics


• Timely and effective implementation of customer experience initiative

Desired Skills and Experience

• Minimum degree in Communication and public relation, Social Sciences, or a degree in any other business related field from a recognized institution.


• A substantial experience of not less than 5 years with at least 2 years’ experience in the same field/ environment will be an added advantage.


• Demonstrate previous management experience within Call Centre or service sector.


• Experience at technology-oriented service firms; Mobile Telephony, BPO Call Centers, etc. Will be an advantage.

Knowledge

• Excellent written and verbal communication skills


• Decision making skills


• Ability to build relationships with internal and external partners


• Ability to use MS office applications – PowerPoint, Word, Excel & Outlook


• High attention to detail


• Well-developed coaching skills


• Excellent organization skills - able to prioritize


• Flexible and adaptable approach.