Role Overview:
Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence.
Key Responsibilities:
- Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.
- Gather and analyse data and trends, using findings to inform strategic recommendations.
- Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.
- Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre’s objectives.
- Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.
- Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.
- Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
- Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
- Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Requirements:
- Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills with minimum 5 years of relevant experience.
- Deep understanding of human-centered design approach
- Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping
- Able to uphold good working relationship with stakeholders
- Strong Process Improvement Skills
- Knowledge in Customer Centre systems and Customer Requirements
- Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction
