We are seeking a proactive and customer-focused Senior Executive/Executive to join our Customer Experience team.
In this role, you will shape and enhance both digital and physical touchpoints by uncovering customer needs, mapping and improving journeys, and translating insights into solutions. You will support digital adoption projects, user testing and feedback management while leveraging data and analytics to drive Customer Experience.
This role is ideal for someone who thrives at the intersection of customer insight, experience design and service delivery and is passionate about building seamless, loyalty-driven experiences.
Job Description
Customer Experience and Assessment
- Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews to uncover customers needs and pain points. Translate findings that will guide digital and phygital experience design into actionable recommendations
- Maintain, review and create new customer journey maps/service blueprints to enhance corporate clients and their digital experiences
- Data Analysis & Insights - Analyse customer feedback, monthly corporate reporting. Build dashboards and reports that surface actionable insight
- Project Management of Digital Adoption Projects
- Supporting in User Testing and Portal Experience
- Conduct Mystery Shopping of current offerings
Service Delivery
- Supporting in the Feedback Management Process
- Supporting in the administration and new feature roll out of Salesforce's survey and service console
Qualifications, Preferred Knowledge and Skills, and Other Requirements
- Degree in Business, Marketing or equivalent
- At least 3 years of work experience, preferably in customer experience or user experience, or with exposure to digital initiatives
- Skilled in Design thinking will be an advantage
- Familiar with CRM systems, databases, and analytics tools (e.g. Salesforce, Tableau, Power BI)
- Strong analytical, conceptualisation and problem-solving skills
- Excellent PowerPoint, visual presentation and facilitation skills
