Job Purpose

This role will initiate and execute CX strategic projects/solutions from a deep understanding of customers insights (not only limited to company VOC) by utilizing Customer Journey Map (CJM) approach. This role aims to achieve (i) no. 1 in Customer experience metrics (e.g. CEE, emotion score, NPS) across customer segments, touch-points (ii) no. 1 being ‘customer-led’ company by influencing leadership team, and all employees to become customer-led in designing and implementing a cross-functional and multi-channel target customer experience.

Key Responsibilities

• Provide a comprehensive and authoritative view of the customer experience and develop strategy across the enterprise to maximize customer acquisition, loyalty, retention and profitability.
• Map end-to-end customer journey catering for unique interaction across touchpoints, assess "Moment of Truth" and identify key customer pain points
• Leverage end-to-end customer insight & analytics program that tracks, measures and reports CX KPI’s with the focus being the elevation of CX index and platform that captures the voice of the customer from key touch-points, employees and social media in continually elevating and refining customer experience objectives and strategies.
• Propose recommendations and improvement actions to improve business operations, user experience, bridging the gap between desired customer journey and operational process
• Lead implementation of key CX initiatives/solutions to enhance quality and differentiate CX across various touch-points
• Provide insights to organizations from their customers so they make more informed decisions.
• Work collaboratively across the organization to develop segment strategies including customer value proposition, offerings and supporting experiences which lead to increase customer satisfaction
• Managing the execution of FWD CX strategic initiatives across key journeys e.g. Customer Journey Mapping, Customer design thinking workshops