As the Senior/Manager of the Customer Experience (CX) Department, you will be responsible for leading a team of executives in delivering outstanding customer service across various touchpoints. You will identify gaps in the customer experience, develop strategies aligned with business goals, and implement initiatives to enhance satisfaction and engagement.
Key Responsibilities:
- Lead and manage the Bus CX team, overseeing CX strategies, plans, and policies.
- Identify areas for improvement in the customer experience and implement solutions.
- Utilize data analytics to track and analyze customer feedback, recommending improvements.
- Develop and implement CX projects, initiatives, and campaigns.
- Ensure alignment of CX strategies with business objectives.
- Oversee implementation of Workplace Safety initiatives within the Bus CX Section.
- Provide regular updates on CX projects and initiatives to senior management.
- Manage and control expenditure within approved budget.
Requirements:
- Bachelor's degree or equivalent qualification.
- Minimum of 5 years' experience in a management role in public transport or Customer Experience related industry.
- Proficiency in Power BI and other data analytical tools.
- Knowledge of developing webpages using MS SharePoint.
- Strong written and verbal communication skills.
- Effective presentation skills.
- Problem-solving and time management abilities.
- Ability to work under pressure and prioritize tasks effectively.
Benefits:
- Competitive salary
- Medical insurance
- Flexible benefits
- Free travels on all buses and trains (except for express bus services)
- Employee training and development programs
If you are a results-driven individual with a passion for improving the reliability and quality of on-board equipment in the public transport sector, we invite you to apply for the position of Senior/Manager, Customer Experience at SBS Transit Ltd.
To apply, please submit your resume and a cover letter detailing your relevant experience.
SBS Transit Ltd is an equal opportunity employer.
