Job Code: #17620
Title: Customer Experience Manager
Date Posted: 19/02/2025
Job Type: Permanent
Job Location: Hanoi Ha Noi

Job Description:

***Job Purpose:

Design Customer Experience strategy; Identify and optimize customer journey; Improve CX process and optimize digital experience Be responsible for developing and implementing the customer experience strategy, ensuring superior and consistent service at all customer touchpoints that align with the company's development orientation.

 

***Key Responsibilities:

1. Develop customer experience strategies and plans:

Develop strategies and plans to enhance the customer experience, meeting the company's development goals through each stage. Build customer journey maps for each customer segment, monitor and maintain service quality at all touchpoints, including online and offline service

2.Establish and manage customer experience evaluation metrics:

Develop and monitor customer experience evaluation metrics, analyze the fluctuation of metrics by segment to ensure service effectiveness. Develop a standardized system for collecting customer feedback, focusing on key metrics that have a major impact on the customer experience.

3.Improve and enhance the customer experience process:

Research and propose improvements and changes in the customer interaction process, focusing on enhancing satisfaction and experience efficiency. Conduct multi-channel qualitative and quantitative surveys to capture customer needs trends and feedback.

4. Develop service quality control regulations and procedures:

Develop and update service quality control regulations, procedures, and customer journey experience. Manage and monitor the quality of customer care policies, ensuring consistency in the implementation of customer care programs.

 

***Requirements:

Minimum 5 years of experience in customer experience management, customer service, or a related field, with a preference for candidates with experience in the insurance or finance industry. In-depth knowledge of developing customer journey maps, managing experience evaluation metrics, and service quality control. Data analysis skills, experience in implementing and managing survey programs, market research. Leadership and inspirational skills, good communication and presentation skills. Experience in planning and budget management, along with the ability to coordinate and manage resources to optimize operational efficiency.