Senior Executive, Customer Experience
Full-time
Senior Executive
13 hours ago
This position is to provide customers and prospects with positive and courteous experience in line with the brand values and professionalism across ch..
This position is to provide customers and prospects with positive and courteous experience in line with the brand values and professionalism across channels of communication and interactions.
Customer Experience and Assessment
- Plan, conduct and facilitate stakeholder discussions, workshops, user surveys, and interviews.
- Create user stories, personas, and storyboards.
- Maintain, review, and create new customer journey maps to enhance corporate clients' and their digital experiences.
- Translate all findings and goals into actionable recommendations.
- Monthly Data Reporting and Analysis of Survey Results.
- Supporting in User Testing and Portal Experience.
- Conduct Mystery Shopping of current offerings.
- Keep records of customer interactions, details of actions taken, and reports of results.
Service Delivery
- Supporting in the Feedback Management Process.
- Supporting in the administration and new module roll out of survey and service console of Salesforce.
Qualifications, Preferred Knowledge and Skills, and Other Requirements
- Degree in Business, Marketing, or equivalent.
- At least 3 years of work experience, preferably in customer service, customer experience, or user experience.
- Design thinking and customer service skills will be an advantage.
- Familiar with CRM programmes, databases and data analytics such as Salesforce.
- Strong analytical, conceptualisation and problem-solving skills.
- Excellent PowerPoint, visual presentation, and facilitation skills
Official account of Jobstore.