What you will need
As a Associate Customer Experience Excellence manager, your primary responsibility is to ensure that users’ interactions with our products and services meet and exceed their expectations across various touchpoints. You will play a crucial role in enhancing overall user satisfaction by monitoring and managing the user journey, identifying pain points, and implementing improvements. Your focus will extend to both the qualitative and quantitative aspects of customer experience, translating metrics into actionable insights. This role requires a keen eye for detail, excellent analytical skills, and a proactive approach to identifying and addressing potential challenges in the customer journey. Success in this position will contribute significantly to building a positive brand image and fostering long- term customer relationships.
User Journey Management:
Align services performance with defined standards and user expectations.
Oversee the entire user journey to ensure a seamless and positive experience across all touchpoints.
Experience Monitoring and Improvement:
Develop and manage a robust User Experience Journey to track user satisfaction, identify pain points, and pinpoint opportunities for enhancement.
Utilize customer experience metrics to derive in- depth insights, offering practical and actionable recommendations for improvement.
Performance Metrics Definition and Monitoring:
Define and monitor key performance metrics related to services to proactively identify and address potential gaps.
Translate performance metrics into meaningful insights to drive strategic decisions.
Continuous Improvement Initiatives:
On- time address the underlying causes of problems and customer problems across touchpoints.
Collaborate with cross- functional teams to implement changes that positively impact the overall customer experience.
Drive improvement initiatives to resolve user pain points and address services performance gaps.
Stakeholder Collaboration:
Be a Business partner to represent for voice of customer to all stakeholders.
Investigate problem areas within processes and recommend transformational solutions to enhance the customer experience.
Collaborate with various stakeholders to gain a deep understanding of operational processes.
Project management:
Contribute to the development and execution of strategies that elevate customer satisfaction and loyalty.
Be a part of project team to improve customer metrics such as cost optimization, satisfaction, volume, automation.
Implement improvement projects related to customer operations.
What you will do
Experience/ knowledge in process design and/or project management is a Must;
Excellent at writing and presentation in both Vietnamese and English.
Enjoyed fast- paced environment, opened to learn and adapt;
Experience in people management/leadership is a Must;
Logical and structured thinking with detailed orientation;
Everyday passionate in improving customer satisfaction and experience;
Willing to search for new standards and/or global best practices to optimize solutions;
Good at problem solving and enjoy root cause analysis, especially in connecting the dots;
