Senior Director of Customer Experience Management

- Manages the Service Call Centre, ensuring customer service levels are kept above industry benchmarks. Further, the role ensures the right protocols/procedures for front-line facing employees to enhance the customer experience;
- Develops modern methods and channels of communicating with customers and collecting feedback;
- Manages customer communication touchpoints including but not limited to service & customer information emails, app communications;
- Design and implement a customer journey process, including but not limited to user-flow, user interfaces, product support processes, and internal organization processes to deliver a best-in-class customer experience;
- Creates a methodology and manage the center of competence for developing customer experience in digital channels and implements it in use with other parts of the digital team, as well as related business lines of the bank and related departments Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and efficiency, vision and principles and uplift CX and Customer Loyalty;
- Manages all user experience, working with Product, IT, Ops to ensure simplicity of all front-end design, and that the customer is at the heart of all design;
- Responsible to deliver target NPS of digital products, services and channels;
- Designs and develops best in class digital customer experiences across all technology-driven interfaces;
- Deliver the system of Voice of Customer (VOC) and collect the feedback, analyzed, prioritize and divide to the business requirements, put into priority and deliver to customer;

- Has strong methodology “How we can do it”;
- English proficiency at the intermediate level;
- Has proven track-record to deliver best-in-class customer experience in digital channels and with digital products;
- Has experience to work in similar positions as Head of UXUI, Head of customer success, Head of call center for Digital business or eCommerce platform more than 5 years;
- Be capable to build the direction from scratch, explain and deliver “Why we have to do it on that way?”;

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Cập nhật gần nhất lúc: 2022-07-30 12:32:04