A Fantastic Opportunity for ...
Vice President (Customer Experience )
Duties and Responsibilities
– Drive the customers first mindset by embedding customer experience initiatives throughout the organization
– Perform users research to understand customers/users’ experience
– Create customer experience roadmap based on user stories & users journey for both online and offline touchpoints
– Work closely with product team to incorporate insights drawn from users research to ensure users experience are optimized
– Perform customer survey to understand the baseline customers sentiment for MAB
– Create customer journeys & customer personas as roadmap for the Customer Experience & branding
– Perform necessary in-house customer surveys to gather feedback for Customer Experience
– Work with all touchpoints owner to ensure desired customer journey & Customer Experience roadmap are incorporated
– Perform customer survey to check progress & impact of plans on customers satisfaction score & propose insights based strategies to stay on course
– Share customer surveys’ findings with relevant departments to build awareness of customers voice
– Perform job crafting exercise, partnering with HR
– Conduct employees survey and share employee surveys’ findings to build awareness of employees voice
– Propose insights’ based strategies & work with HODs & line managers to stay on track for employee engagement to deliver good Customer Experience
– Based on user & customer journeys, create SOPs for touchpoints to deliver great UX and Customer Experience
– Based on users’ /customers’ feeddback propose tools to and support to procure & deploy the adopted tools
– Based on users feedback design Customer Experience & conduct training for the business and touchpoints
– Gather feedback at every end of training sessions for ongoing action plans
– Plan, execute the launch of & manage the customers’ experience initiatives
– Work with CRM Manager to create a CRM Plan
– Based on data propose and execute customer retention strategies
– Based on employees feedback, plan & create objective-based & engaging employees’ content
– Conduct surveys to measure engagement level