Director - Group Customer Experience

  • Competitive
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Pure Search Hong Kong , EA Licence No: 12S5954
  • 17 Jun 18 2018-06-17

My client is a global financial services provider looking to bring on board a Director to lead group Customer Experience across South Asia (Thailand, Indonesia, Singapore, Vietnam, and Malaysia) Tasked with creating the framework and standards this role will be responsible for guiding and influencing leadership teams, designing and implementing a cross-functional and multi-channel target customer experience.

Responsibilities 

Drive country CX leaders in the development and implementation of their CX plans, ensuring all areas are interrelated and integrated to relay one seamless Customer Experience

Ongoing development of CX application frameworks, toolkits, case studies

Oversight of in-country Customer studies / research and VOC / VOD 

Ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and Customer Loyalty

Leading the analysis of customer segmentation and agent segmentation across all markets

Requirements

At least ten years 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 managing large customer-facing teams with metrics that demonstrate improvements in both customer satisfaction and cost management.

Deep experience leading successful customer-centric work across physical and digital channels.

Change management experience and inspiring leadership skills to shift culture, accelerate results, and keep employees motivated and engaged during the process.

Solid foundation in user-centered design practices. Skilled at process mapping and redesign.

Ability to influence, establish credibility and build effective relationships with business partners at all levels across the enterprise.

Solid understanding of customer-centric metrics and the ability to develop end-to-end processes and standards pertaining to collection of customer-centric metrics