Customer Experience
3 weeks ago
What will the role look like?
You will:
CSAT and NPS
- Take ownership of loyalty metrics across all noon touchpoints
- Monitor, analyze and identify operational gaps to report on CSAT and NPS metrics.
- Proactively identify CX metric trends (with a deep understanding of NPS framework) to prevent or detect customer impacting issues. Collaborate with relevant teams for improvements.
- Implement strategies to improve metrics, fostering stronger customer relationships and brand advocacy.
UI Experience
- Champion a user-centric design approach, ensuring that user needs, preferences, and behaviors drive the design process. Conduct user research, gather insights, and translate them into effective user experiences.
Customer Journey mapping
- Act as the 'voice of the customer,' identifying impediments to the customer experience across various touchpoints and journey maps.
Insights
- Spearhead high proficiency in deriving critical insights through advanced analytical thinking (integrating data from internal and external sources, using primary and secondary research to understand factors influencing consumer behavior).
- Stay updated on the latest trends, best practices, and emerging technologies in the field. Bring innovative ideas and approaches to the table, pushing the boundaries of user experience.
- Present findings and recommendations to leadership and relevant teams for informed decision-making.
Program Management
- Oversee and manage customer experience programs to enhance satisfaction and loyalty.
- Develop and execute initiatives to improve the overall customer journey, covering platform, delivery, support, and retention strategies.
Customer Support
- Understand inbound and escalation channels to develop and implement customer service policies for consistent and exceptional service delivery.
Attributes to succeed in the role
Qualifications
- Graduate or Postgraduate from a Tier 1 College
- Minimum of 3-5 years in a customer experience role
Skills experiences and behaviors
- Start-up experience required.
- Preference for e-commerce experience (not mandatory).
- Strong understanding of customer experience principles, strategies, and best practices.
- Proficient in analytical and problem-solving skills, capable of identifying root causes and developing tactical and strategic solutions.
- Demonstrated ability to drive satisfaction and loyalty in previous roles.
- Understanding of business strategy and consumer behavior
- Proficiency in MS Word, Excel, and PowerPoint
- Effective communication & Organizational skills
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