Customer Experience Specialist

Job Purpose:

• Provide a framework governing and ensuring consistency and systematic management of CX strategies within the organisation.
• Oversee and manage resolution of financial advisory complaints

Key Responsibilities:

Measurement and Insights

• Operational and fulfilment monitoring of key CX indicators i.e SLAs, complaints and social media
• Monitoring and assessing results of Voice-of-Customer tactical surveys

Business Process Re-engineering

• Advocate for customer experience improvement initiatives by using methodologies like design thinking and customer journey mapping CX

Culture Activation & Governance

• Build and activate CX essentials to inculcate CX mindset in the organization through planned initiatives such as capability building and rewards and recognition

CX Sustainability

• Governance on design approval process – procedures, campaigns, products & policies

CX Design and Communication

• Represent customer experience on cross-functional projects as assigned to develop customer-oriented products, service, campaigns and communications
• Reviewing of business units’ correspondences i.e letters, scripts, FAQs for customers

Complaints Management

• Review day-to-day feedback and complaints from the voice of customers to identify customer experience pain points and opportunities to delight customers
• Overseeing the resolution of complaints to regulator

Job Requirements:

• Bachelor's Degree in related fields from recognised universities
• Minimum 5 years of relevant work experience
• Proficient in Excel for data analysis
• Experience in conducting comprehensive process reviews to identify inefficiencies and areas of improvement.
• Proficient in creating effective presentations using Powerpoint
• Critical thinking and problem-solving
• Excellent verbal and written communication skills
• Good disposition and interpersonal skills