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Customer Experience ManagerPosted Date: 28 Aug 2013

Objectives:

  • Develop and drive Company’s overall Customer Experience Strategy, covering corporate customer segments, through working with the relevant stakeholders in the customer fronting units

 

Job Responsibilities

  • Dashboard Finalisation & Coordination
    • Work with Director of Customer Experience to develop dashboard targets (e.g. through breakpoint analysis and interpretation of Customer Satisfaction (CSAT) survey results)
    • Run monthly or quarterly dip stick survey with support from research vendor

 

  • Customer Experience Business Performance Review
    • Populate dashboard for monthly customer experience steering com reviews, including operational and CSAT metrics
    • Provide analysis and insights for dashboard reviews and explain any deviations to target

 

  • Customer Experience Checklist
    • Develop a funnel of customer experience improvement programs, identified from the customer experience drivers in the monthly CE tracking dashboard
    • Partner with COE LSS practitioners to drive these improvement programs
    • Determine the impact of these improvement programs and regularly review the progress and status

 

  • Results
    • Be jointly responsible with the customer fronting units on continuous improvements in the key parameters in the customer experience dashboards

 

Job Requirements

  • Degree in Business with minimum 4 years of related working experience, preferably in ICT or customer experience market research industry
  • Deep understanding of customer experience strategies
  • Experience in B2B services – understanding of B2B complexities
  • Leadership capabilities in project management and drive cross-functional teams
  • Good stakeholders management and influencing skills
  • Strong analytical skills
  • Energetic and positive attitude

Job Summary

Yr(s) of Exp 4
Qualification Degree
Job Function
Job Function
Zonal Segregation Central
Job Type ,