Design & Improve the customer experience
Understanding each customer and their specific need, set a clear vision so that the entire process. Build strong relationships with clients that are fostered by gathering customer feedback in real time. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
Monitor and Increase customer satisfaction, loyalty, and advocacy
Every touchpoint with your organization’s customers is a chance to make their experience remarkable by measuring key performance metrics within all touch points such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention
Map the customer journey and identify opportunities to improve digital journey for the SME Platform
Test new strategies for driving customer value. Guide team in effective client issues resolution and handle any escalations.
Liase with key stakeholders such as Center of Excellence or outsource vendors to develop solution wireframes and customer Design
Submit requirements for Digital Customer Experience journey to COE or relevant designers/vendors for development of the SME platform (App, Web, interaction with Backend Platforms)
Liase with Partners on integration of customer experience and design with the SME Platform
Discuss with partners to co-create the customer experience design of the SME Platform.
- Possess Bachelors Degree in related field or equivalent
- Possess work experience of 7 to 10 years
- Possess relevant experience of 4 to 6 years in digital and customer experience i.e. Digital Marketing, Digital Customer Experience, Digital Customer Journey, Digital Banking