JOB PURPOSE
The Customer Experience Manager is a specialist who is responsible primarily for managing and delivering projects that are focused on customer journey mapping and recommendations on business process improvement initiatives, leading to a more effortless and enjoyable end-user experience. The person is also responsible for producing insights and references based on sound data analytics, which aim to optimize the customer’s life cycle, increase customer usage, loyalty and impotence the overall customer experience.

KEY RESULT AREAS
1. Customer Journey Mapping
2. Process Improvement and Analytics
3. Project Management/execution according to planned activities and timeline
4. Effective stakeholder management for all stakeholders in project

PRINCIPLE ACCOUNTABILITIES
• Journey re-design, focused on identifying opportunities to re-design the customer journey and better understand and fulfil customer needs
• Customer Experience Design, which provides the future journey and touch point design co-created by stakeholders and customers
• Monitor both direct and indirect competitive forces for insights into developing strategies of competitors in regards to Customer Experience
• Mapping and documentation of Wave Money’s strategic and core customer experience processes
• Identify process gaps in order to proactively promote improvement and opportunity areas
• Conduct analysis on identified gaps, quantifying not only the root causes but also the potential solutions
• Manage process improvement projects
• Evaluate current and future business & technology trends to identify potential opportunity and how Wave Money can uniquely address developing customer needs
• Maintain business landscape knowledge and analysis of competitors to provide solid foundational context for strategic initiatives which may include potential alliances and partnerships
• High level of experience and interest in working in cross-functional teams across Myanmar

• Remain motivated and keeps a positive attitude under pressure
• Experience in project planning and execution
• Develop customer experience engagement guidelines and design principles, manage customer experience design projects
• Develop and communicate Customer Experience Design methodologies for enhancing operational customer experiences and guiding functional area workshops
• Apply the Experience Design principles to products & services as well as ad-hoc projects.
• Design the customer experience across touch points in all service & sale channels, in-store journeys and customer-facing processes, products and services.
• Develop knowledge of the critical factors involved in a customer’s experience with the company’s Products & Services and best practices for improving service quality performance and operational effectiveness
• Create, deliver and communicate value to customers around products and services to drive sales, service or product image that drives customer loyalty.

EXPERIENCE
• Minimum of 5 years’ experience at a managerial level of which at least 2 years are in Telecommunications, FMCG, Retail or Banking Industries
• Experience in a branded, specialty or mass market environment or relevant customer experience design capability related to products & services, merchandising/brand, stores/services
• Experience in any of the following operational areas; Customer Experience, Customer Service, Customer Marketing, Customer Strategy or Customer Development environment
• Demonstrated experience of driving business development programs
• Strategic consulting experience advantageous
• Worked across diverse cultures and geographies advantageous