Head of Customer Experience

The Head of Customer Experience
is a leadership role in our organization, responsible for initiatives that deliver best- in- class customer centricity practices in the fintech industry. This role involves collaborating with various departments to establish vision, create strategy, and implement projects that improve our service quality and support the organization’s strategic goals. The ideal candidate will have similar experience in a leading technology company in Vietnam or abroad, outstanding leadership, and a track record of delivering measurable improvements.

Leadership: lead the Customer Experience department, which comprises of Customer Service and Customer Experience Excellence; set strategic goals and objectives that align with the organization’s vision; develop and implement a roadmap to improve service quality across the organization;
Innovation and technology: stay abreast of industry trends and technological advancements (including AI) that can drive service- quality improvements;
Responsible to defining the vision, create strategy, and improve service quality of the whole MoMo platform and services to its more than 30 million users;
Efficiency: identify opportunities for operational improvements; utilize lean and other process improvement methodologies to drive efficiency, reduce costs, and improve quality;
Performance metrics: develop and monitor key performance indicators to measure the effectiveness and quality measurements; use data- driven insights to make decisions;

Strong analytical and problem- solving skills, with the ability to use data to inform decisions and drive changes;
Have led similar function at a leading tech company in Vietnam or abroad;
10+ years of experience in customer service, customer experience;
Having an advanced degree (Master’s or MBA) or management consulting experience is a plus.

Cập nhật gần nhất lúc: 2024-07-29 04:55:02