Position Summary
This role reports to the Director of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate’s primary focus is to champion service excellence delivery at our customer touchpoints (e.g. contact centres, service centres) and ensure this is well-executed by our frontliners.

Role and Responsibilities

• Enhance end-to-end customer journey through:
• Customer feedback management (VOCs, Service audits, Data analysis & insights etc.)
• Active engagement of relevant stakeholders to address customer pain points
• Ownership of Service Recovery guidelines to empower frontliners to resolve customer issues
• Organise and chair regular Service Quality Committee meetings with stakeholders to drive service improvement
• Set and drive regional initiatives to improve overall customer experience and NPS based on insights from customer feedback and trends analysis, including improvement of services processes and policies through customer journey mapping
• Drive a culture of service excellence throughout the CS team by working closely with relevant CS team members of subsidiaries to develop guidelines, training and motivational programs to improve customer service handling skills, mindset and attitude of frontline service staff, agents and technicians
• Any other ad-hoc projects as assigned by the Director of Customer Experience
• Oversee the responsibilities of the Assistant Manager, Regional VOC/NPS Management

Skills and Qualifications

• Bachelor’s degree in any discipline with at least 5 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
• Experience with feedback management & generating insights from VoC/NPS data for presentations to management and other departments. Experience with Excel, Tableau and Natural Language Processing would be a plus
• Experience with conducting (qualitative and quantitative studies), ie, surveys, focus groups to gain better insights of key drivers of customer satisfaction
• Understanding the end-to-end customer journey and develop action plans at each touchpoint to elevate the customer’s experience, including online purchase experience and post-purchase experience.
• A practitioner of design thinking methodology and a proven record of service process re-design is a plus
• Experience with training and driving a service culture environment would be a plus

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• Enhance end-to-end customer journey through:
• Customer feedback management (VOCs, Service audits, Data analysis & insights etc.)
• Active engagement of relevant stakeholders to address customer pain points
• Ownership of Service Recovery guidelines to empower frontliners to resolve customer issues
• Organise and chair regular Service Quality Committee meetings with stakeholders to drive service improvement
• Set and drive regional initiatives to improve overall customer experience and NPS based on insights from customer feedback and trends analysis, including improvement of services processes and policies through customer journey mapping
• Drive a culture of service excellence throughout the CS team by working closely with relevant CS team members of subsidiaries to develop guidelines, training and motivational programs to improve customer service handling skills, mindset and attitude of frontline service staff, agents and technicians
• Any other ad-hoc projects as assigned by the Director of Customer Experience
• Oversee the responsibilities of the Assistant Manager, Regional VOC/NPS Managemen