Senior Manager, Customer Experience
Senior Manager, Customer Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB RESPONSIBILITIES:
Customer Experience Strategy & Leadership
- Develop and implement regional CX strategies aligned with business goals with local twist when it makes sense.
- Champion a customer-centric culture across all levels of the organization.
- Stay informed on CX trends and best practices integrating relevant innovations.
Voice of the Customer & Insights
- Lead the design and execution of customer feedback programs.
- Analyze data from NPS CSAT and other metrics to identify improvement areas.
- Present actionable insights to senior leadership through dashboards and reports.
CX Tools & Technology
- Oversee the deployment and optimization of CX platforms and tools.
- Ensure proper configuration integration and user training in collaboration with IT.
- Monitor tool performance and recommend enhancements as needed.
Complaints Management
- Establish and maintain a robust complaints management framework.
- Oversee resolution of escalated issues ensuring timely and satisfactory outcomes.
- Track and analyze complaints data to identify systemic issues and drive improvements.
Client Engagement
- Serve as a key CX representative in client meetings and reviews.
- Gather direct client feedback to inform service improvements.
- Build strong relationships with strategic partners to enhance satisfaction and loyalty.
Cross-Functional Collaboration
- Work closely with Operations other Transformation teams (Business Excellence Quality & Training Digital & Onboarding) and Business Development to align CX initiatives.
- Support training programs that reinforce service excellence and customer empathy.
- Work closely with internal stakeholders to align CX initiatives with business goals.
Team Leadership & Development
- Manage coach team and foster a culture of customer obsession innovation and accountability
- Act as a regional CX ambassador sharing best practices and success stories across markets.
JOB REQUIREMENTS & QUALIFICATIONS:
- Degree with minimum 10 years of experience in customer experience roles.
- Spent at least 4 years in a leadership role and exposure to working in a fast pace organization
- Proven leadership in multicultural and regional environments.
- Strong analytical skills and experience with CX metrics and reporting.
- Proficiency in CX tools (e.g. CRM feedback platforms analytics dashboards).
- Excellent communication and stakeholder management skills.
- Experience in client-facing roles with the ability to build trust and credibility.
- Preferably experience in the insurance assistance or service industries.
- Familiarity with East Asian markets and customer behavior.
Employment Type
Full Time
