THE COMPANY A senior role in a multinational financial corporation has emerged! This is a highly visible, exciting and new global role where the incumbent will develop and run customer experience (CX) strategies across B2C segments across all digital and traditional touchpoints. THE ROLE Develop and amplify a customer first mindset within the team and organisation that translates into an uplifted integrated experience across contact centers, mobile, and web application. Review and enhance the overall customer experience strategy and customer journey globally. Develop and design customer journey mapping tools to lead a differentiated customer experience across segments. Build CX operations, standards, and metrics. Drive strategies across MarTech and leverage on analytical tools to drive conversion rate optimisation. Leverage on the MarTech stack to identify key consumer touchpoints and implement measures to enhance engagement and increase conversion across all digital channels (web and mobile application). Define and track key metrics relating to customer experience. Lead and nurture a junior team who CX operations and customer experience journeys. Collaborate and engage with various business units such as Technology, Marketing, Product, Legal, etc. REQUIREMENTS At least 12 years of experience in client lifecycle management within financial services/consumer financial products. Proven track record in driving customer experience within financial services. Experienced working in matrix setups with a strong ability to influence and drive outcomes in senior stakeholder engagement. Strong analytical skills to interpret customer data to make data-driven decisions. Experienced in looking at UX design for website and mobile app. Experienced with Adobe, Pega or other MarTech tools. Strong project management skills. Strong verbal and written communication. BENEFITS Ability to outline global strategies that impact organisation wide Part of a high growth and high performing team Exposure to senior stakeholders To submit your application, please apply online using the appropriate link below or email your CV in Microsoft Words format to [email protected]. Your interest will be treated with the strictest of confidentiality. Weetheng HENG Reg. #: R21103472 Hudson Global Resources (Singapore) Pte Ltd EA Licence #: 18S9265 Privacy Statement Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Hudson's personal information and privacy policy
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