CX Assurance Partner - Mass Segment

Description

• Establish and review policies, procedures, thresholds, metrics, and working guidelines related to maintaining customer experience.
• Analyze CX journey mapping and assess potential events that may deteriorate the experience, as well as potential process improvements.
• Design and lead the implementation of CX forecasting and monitoring tools.
• Provide early detection alert for incident response (preventive and corrective) to relevant functions.
• Coordinate with technical and business team for incident response (i.e. commercial war room creation)
• Perform post-incident analysis to evaluate the effectiveness of incident rectification measures and highlight any lesson learned to identify potential preventive action / future risk mitigation measures.
• Develop regular and ad-hoc customer experience campaign strategy in coordination with each business segments.
• Monitor and evaluate the effectiveness of customer experience campaign result against defined KPI/objectives.
• Initiate and lead regular customer experience forum to discuss issues and potential improvements with respective stakeholders (i.e. business segments, customer service, operations, etc).
• Maintain complete incident log documentation (i.e. incident report, impact record, etc)
• Perform historical trend analysis on past incidents and respective operational metrics to identify any potential process improvements for preventive measures.
• Provide periodic management reporting for top-level as well as working group (i.e. incident summary, trend analysis, action tracking).
• Perform periodic assessment on the strategy effectiveness for continuous improvement.

Soft Skill

CollaborationEmotional intelligenceStrategic ThinkingAnalytical Thinking

Technical Skills

Business AcumenCustomer Focus / Customer CentricCyber Security

Leadership

CommunicationBuilding Effective TeamsInfluencing & RelatingInnovation and AgilityNegotiation and coalition buildingProblem Solving

Education

S1 (Strata 1) in Information Technology or Business

Certifications

Certified Information Systems Security Professional (CISSP)

Industry Experience

Computer and Technology

Main Responsibilities

Competencies

People FirstAgile LeadershipCoalition BuildingStrategic AccountabilityResult DrivenCustomer Centric

Years of Experience

3-5 Years