Senior Executive – Customer Experience Excellence

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:
Drive improvement initiatives to resolve user pain points and address services performance gaps.
Collaborate with cross- functional teams to implement changes that positively impact the overall customer experience.
Stakeholder Collaboration:
Collaborate with various stakeholders to gain a deep understanding of operational processes.
Investigate problem areas within processes and recommend transformational solutions to enhance the customer experience.
Project Support:
Assist Line Manager in implementing improvement projects related to customer operations.
Contribute to the development and execution of strategies that elevate customer satisfaction and loyalty.

Minimum Qualifications
University degree with quantitative/statistics coursework such as Business, Economics, Marketing, or relevant fields
Key Skills/Experience Required
Everyday passionate in improving customer satisfaction and experience;
Ability to collect, organize, and analyze significant amounts of information with high attention to detail;
Effectively collaborate within a team as well as work independently;
Good at problem solving and enjoy root cause analysis, especially in connecting the dots;
Willing to search for new standards and/or global best practices to optimize solutions;
Experience/ knowledge in process design and/or project management is a plus
Enjoyed fast- paced environment, opened to learn and adapt.

Cập nhật gần nhất lúc: 2024-10-09 17:25:03