Senior Executive/Executive, Customer Experience

We are seeking a dynamic and detailed-oriented Customer Experience (Senior Executive/Executive) to join our team. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving loyalty and ensuring positive experience across our customer touchpoints.

Job Description

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
• Project Management of Chatbot
• Supporting in User Testing and Portal Experience
• Conduct Mystery Shopping of current offerings

Service Delivery

• Supporting in the Feedback Management Process
• Supporting in the administration and new feature roll out of Salesforce's survey and service console

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 and data analytics such as Salesforce.
• Strong analytical, conceptualisation and problem-solving skills
• Excellent PowerPoint, visual presentation and facilitation skills