Job ResponsibilityWhat are you accountable for?
o Manage the operations of Maxis' Customer Experience Management (CEM) platform, which include building and maintaining transactions survey questions, stakeholder dashboards and survey business rules. Responsible as the main focal point for all enquiries and issues relating to the CEM platform. Liaise with various internal stakeholders to drive adoption of feedback insights in day-to-day work. Participate in discussions with vendors to explore feature upgrades, improvements or tenders in relation to the CEM platform.
o Measure Digital CX metrics such as Touch Point NPS, Touch Point First Call Resolution, Journey NPS. CES for web, app, e-Commerce, self-serve channels. Collect, track and analyze customer feedback, perform root cause analysis and identify gaps in customer journeys and in customer experience across all touchpoints (omni-channel) and working with various functional stakeholders to develop innovative CX strategies ensure these actionable strategies are in place and gaps are closed.
o Lead forums with the management team and internal stakeholders such as customer operations, retail and fibre operations to communicate performance trending and areas of improvements to drive continuous improvements with respect to People, Process and System and closing the loop to ensure our customers have the best experience and our frontliners are empowered.
o Lead CX research, which include customer journey mapping, mystery shopping, competitors' benchmarking and industry best practices. Project manage initiatives to improve customer journeys and omni-channel experience, working with various functional stakeholders to ensure actionable strategy in place and gaps are closed.
o Design CX program to further embed the Customer First culture within the organisation via events and activities company wide.
What do you need to have for this role?
o Formal Education: Bachelor's degree, specialised in: Customer Experience, Data Analysis, Insights, Go-To-Market & Digital Experience
Work Experience:
o Total Work Experience:7 to 10 years.
o Total Relevant Experience: 4 to 6 years
Skills/ Knowledge:
o Data-driven.
o Performance measurement (metrics).
o CX strategies.
o Software and system knowledge.
o Project management.
o Communication.
o Relationships.
o Advanced Analytics
o Event Management
Job RequirementsJob Benifits