Job Description

Develops and implements strategy to designing, implementing and delivering end to end strategies that build organizational capability and drive successful adoption of change. This includes enhancing user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence

• Champion our customers: Help us understand what our customers need and make sure they have a great experience every time they connect with us. You'll lead efforts to make our services even more empathetic and customer-focused.
• Create helpful content and learning: Build strategies for how we share information and design engaging training programs for our team. You'll make sure everyone has the tools and knowledge they need to succeed.
• Drive smart improvements: Find new ways to do things, like using cool tech such as Generative AI. You'll encourage everyone to think creatively and improve our processes, ensuring we hit our goals with top-notch quality.

1. Prepare for business reviews and key strategic meetings or events.
2. Develop customer obsession strategies to help Customer Centre analyze and create positive customer excellence at all customer touchpoint.
3. Review and analyse customers’ behaviours and their pain points to derive better strategies to address their needs.
4. Conducted and facilitated design-thinking workshops to achieve desired customer outcome.
5. Manage customer centric campaign within Customer Centre
6. Enable innovation and creativity to develop new winning strategies, Generative AI.
7. Dial up empathy service standards.
8. Develop and implement a comprehensive content strategy for the Centre that supports the Centre’s business goals.
9. Manage the content lifecycle, from creation through approval, publishing, and retirement.
10. Design, develop and curate training content.
11. Create blended learning programs.
12. Drive a culture of continuous improvement to quality by fostering innovation, creativity, and accountability at all levels of the Customer Centre.
13. Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
14. Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
15. Develop and manage learning content
16. To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements:

1. Min 8 years of related experience, demonstrated experience and knowledge of strategic problem solving and frameworks and project management skills.
2. Deep understanding of human centred design approach
3. Able to facilitate ideation and workshops leveraging multiple frameworks ie. customer journey mapping
4. Certification in change management, project management or related disciplines are highly desirable.

Core Competencies:

1. Good interpersonal & communication skills
2. Able to work independently and in a group, demonstrating leadership and teamwork where situation requires
3. Good planning & organisational skills
4. Self-motivated team player
5. Good judgment and problem-solving skills

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Job Requirements