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

Requirements

– Bachelor’s degree in Business Management, Marketing and IT or other relevant academic backgrounds

– Have at least 3~5 years of working experience in related fields (Experience in design thinking approach,UX/UI methodologies and tools is preferable!)

– Excellent presentation skills, communication skills and problem-solving skills

– Computer literate & proficient in English (Written and Verbal)

– Myanmar Nationality Only