Customer Experience Lead

MY Support · Southeast Asia, Southeast Asia
Department MY Support
Employment Type Full-Time
Minimum Experience Senior Manager/Supervisor

Primary Job Purpose


The Customer Experience Lead will manage the CX function within the Customer Operations department. This will mean setting up the structure, standards, platforms, and performance expectations of the function to drive continuous improvement of our processes, policies, and tools. The CX Lead will drive proactive improvement in a variety of CX metrics, such as contact rate, CSAT, FCR, and resolution time.


The successful candidate has in-depth knowledge of methodologies used in analyzing customer feedback as well as ability to design and drive improvements through cross-functional programs. Projects should be delivered within required scope, timeline, and budget. The CX Lead will also have extensive global stakeholder reach. The Lead will be expected to hire, manage, and develop junior members of the team. The CX Lead will report to the Lead of Central Customer Services in Customer & IB Operations.


Overall success measurements:

  • Project completion (% attainment by quarter)
  • KPI improvements (via project iterations)
  • Improve efficiency (reduction in cost per ticket or cost per hour)
  • Reduce contact rate (defects per active user)
  • Customer retention (Improve overall %)
  • Duration of customer resolution time (net total time reduction)


Responsibilities

  1. Design, analyze, and create actionable insights from customer feedback
  2. Help the Customer Support organization understand our customer needs and identify pain points
  3. Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to understand core issues through observation, facts and data
  4. Define a roadmap and drive cross-functional projects to improve the customer experience and key metrics, such as customer satisfaction, defect/ contact rate, and quality
  5. Approach the customer journey obstacles in a methodical manner in collaboration with other relevant teams to ensure continuous progress
  6. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns
  7. Partner with customer support and business teams to resolve upstream issues that impact customer experience
  8. Build strong relationships with internal stakeholders around the organization to understand and recommend CX related priorities
  9. Introduce industry best practices and keep up-to-date about related trends
  10. Create appropriate tools (e.g. project reports, dashboards) to measure the progress against the goals and update stakeholders
  11. Build the team by designing, hiring, retaining, and developing the talent needed in the CX team
  12. Use and continually develop leadership skills and improve the skills and performance of the project managers within the team


Job Requirement

Experience:

  • 8+ years of relevant work experience in improving CX through program management, customer research and analytics, and/or customer experience
  • Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for a large global/ regional teams
  • Bachelor's Degree or MBA in appropriate field of study or equivalent work experience


Soft Skills:

  • Excellent oral and written communication skills and interpersonal skills
  • Able to communicate clearly to different levels of stakeholders, understanding of different styles, accurate questioning skills
  • Solid organizational skills including attention to detail and multitasking skills
  • Independent worker and creative in solving new operational problems
  • Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines
  • Humble and relentless towards operational improvements
  • A team player, cultural champion, and able get things done in a relationship based organization

Thank You

Your application was submitted successfully.

  • Location
    Southeast Asia, Southeast Asia
  • Department
    MY Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Senior Manager/Supervisor