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• 04 Dec 2019

  Customer Experience Head

  Singapore

  Permanent Position

  An insurer at the digital forefront is seeking a Customer Experience Head to oversee and play an integral part in the development and implementation of CX strategy and plans, ensuring all areas of the business from product development, channel services, sales and marketing, branding, customer communications and contact points, claims and operations are interrelated and integrated to relay one seamless CX; driving loyalty and revenues while reducing operating costs at the same time.
  Job Description

  As a member of the leadership team, the Customer Experience Head will play a significant role in driving superior customer experience, focused on aligning the business to form an outside-in perspective based on our customer insights, feedback, and analytics.

  KEY ACCOUNTABILITIES

  • Champions the Voice of Customer (VOC) programme and feedback is collected, analysed and disseminated into the business for consideration / execution and delivery.
  • Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence,
  • Designs and develops best in class digital customer experiences across all technology driven interfaces.
  • Manages all user experience, working with IT to ensure simplicity of all front end design, and that the customer is at the heart of all design.
  • Manages customer communication touchpoints; e.g. service & customer information emails, app communications, Chatbot & LiveChat.

  Expires on 02 Feb 2020

  Posted By

  Lin Wee (Reg No: R1878551)

  Tel: +65 6738 6228

  linwee@peoplesearch.jobs

  apply now

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  Requirements

  QUALIFICATIONS / EXPERIENCE

  • Bachelor’s or master degree in business, marketing, communications, public relations or related field.
  • A 10+ year career, preferably spanning both line and staff functions, with demonstrable operational and public-facing results.
  • Proven experience in transforming customer operations and services, leading to measurable improvement in the end-to-end customer experience, preferably along with a reduction in related expenses.
  • Experience influencing large customer-facing teams with metrics that demonstrate improvements in both customer satisfaction and cost management.

  KNOWLEDGE & TECHNICAL SKILLS

  • Ability to oversee customer research and analysis, able to develop, implement, and cause adjustment to functional strategies and plans Experience managing Voice of Customer Programs
  • Ability to oversee the development and initial implementation of UX opportunities that meet the growth objectives of the business.
  • Ability to manage performance data, analyse and report results e.g. NPS, CXI and recommends/takes corrective actions to ensure the achievement of mission and CX objectives.

  Location: Central Singapore

  If the above speaks to you, we’d love to hear from you. Please send in your updated CV if you feel there is a strict fit with your experience and interest.
  Interested candidates kindly forward your CV to linwee@peoplesearch.jobs (Lin Wee, Reg No: R1878551) or glennwong@peoplesearch.jobs (Glenn Wong Sai How, Reg No: R1106685).
  You may email this great opportunity to someone who would be a great fit for the role.

  All information will be kept strictly confidential. We regret to inform that only successful applicants will be contacted.

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