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

Technical Skills

Leadership

Education

Certifications

Industry Experience

Main Responsibilities

Competencies

Years of Experience