As a Customer Experience Lead, 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.
What you will do
User journey management:
Oversee the entire user journey to ensure a seamless and positive experience across all touchpoints.
Align services performance with defined standards and user expectations.
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:
Monitor app performance for nearly 150 MoMo mini apps, and collaborate with relevant stakeholders to improve such indicators.
Provide insightful reports that translate into actionable recommendations and enable effective, timely decision- making at the highest level.
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.
Coordinate with business owners for awareness and actionable items to deliver better experience, customer retention and satisfaction.
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.
What you will need
Self- learner and quick to adopt new knowledge and technical skills;
A track record of managing and delivering projects that enhance user engagement and business performance.
At least 5+ years of customer experience/product experience in Ecommerce/Fintech or other fast growing company
Excellent analytical and problem- solving skills, with a data- driven approach to decision- making;
Sense of ownership, a growth mindset, and the ability to recommend solutions which are scalable
Strong analytical and problem- solving skills, with the ability to translate data into actionable growth strategies;
Familiarity with product platforms and the ability to drive product differentiation through personalization and predictive insights;
Excellent communication skills and the capacity to convey complex technical concepts to a diverse audience;
Adept at engaging with technical teams and leveraging technologies for practical business applications;
