Customer Experience Lead
Khối Vận Hành
Hồ Chí Minh
25-CX-0765
Mô tả công việc
- User Journey Management
- Develop and manage the User Experience Journey to track service performance, identify pain points, and uncover opportunities for improvement.
- Experience Monitoring and Improvement
- Monitor and analyze customer experience metrics, translating them into in-depth insights to provide practical and actionable recommendations.
- Define and track service performance metrics to proactively detect and address potential service gaps.
- Continuous Improvement Initiatives
- Identify and address root causes of issues across touchpoints in a timely manner to enhance customer satisfaction.
- Drive improvement initiatives to resolve user pain points and service performance gaps, ensuring a seamless user experience.
- Stakeholder Collaboration
- Collaborate with stakeholders to gain a deep understanding of operational processes.
- Guide the team in effective issue resolution and handling escalations to improve overall customer experience.
Yêu cầu công việc
- At least 3 years of experience in the customer experience field.
- Strong skills in customer journey mapping and data analytics to define customer experience and service performance metrics.
- Logical and structured thinking with strong attention to detail.
- Excellent problem-solving skills and a passion for root cause analysis to connect the dots.
- Willing to explore new standards and global best practices to optimize solutions.
- Experience or knowledge in process design and/or project management/or Business Analyst (BA)/or Product Owner (PO) is a plus.
- Thrives in a fast-paced environment and is eager to learn and adapt.
- Passionate about enhancing customer satisfaction and experience every day.
Bạn có hứng thú với vị trí này
hoặc bạn biết một ứng viên phù hợp