Trách nhiệm chính

Design and build a customer experience framework, including principles for design, implementation, and management.
Conduct research on customer experience theories, methodologies, and organizational current states.
Develop training and communication plans regarding frameworks and guidelines for internal divisions.
Monitor market trends and customer feedback to propose improvements to the experience framework.
Collaborate with departments to understand customer needs and develop marketing experience standards.
Monitor and evaluate service quality compliance and brand identity across branch channels.
Coordinate with Business Process Divisions to track, report, and improve customer experience.
Manage brand image presence across online and offline channels, including branches and OOH advertising.
Build database platforms and compile measurement reports to support the master plan for customer experience improvement.

Yêu cầu công việc

Mức lương

Hình thức làm việc

Thông tin khác

Reports to the Head of Customer Experience Management and Senior Manager, Customer Experience Management.
Collaborates with internal stakeholders including Marketing, Business, RBG, CA, Strategy, TO, Finance, Procurement, IT, and Operations.
Interacts with external service delivery partners.

Expert, Customer Experience Management (40000574)