Senior Customer Experience Specialist

Key Responsibilities

• Contribute to the design and implementation of customer experience strategies.
• Assist in the optimization of end-to-end customer journeys across all digital channels (mobile app, website, chatbot, etc.), identifying and eliminating friction points to ensure a seamless and personalized experience
• Drive process optimization initiatives that streamline customer-facing workflows, ensuring they are efficient, scalable, and reduce friction.
• Conduct regular quality assurance checks on customer service interactions to ensure strict adherence to quality standards and brand voice.
• Develop, enhance, and manage Standard Operating Procedures (SOPs) and assist with root-cause analysis to prevent recurring issues.
• Lead all customer experience analytics, acting as the primary advocate for the customer by collecting, analyzing, and interpreting feedback from various channels.
• Regularly monitor and analyze key CX metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score).
• Generate comprehensive reports with actionable insights for leadership, ensuring all reporting meets internal and external regulatory requirements.
• Drive strategic decisions and highlight key areas for improvement.
• Partner with other departments, such as Product, Technology, Marketing, and Operations, to advocate for customer needs and ensure a cohesive customer journey.
• Provide input into product development and feature enhancements from a CX perspective.
• Contribute to the creation, management, and continuous improvement of the internal knowledge base and customer-facing self- service resources.
• Analyze and improve customer case management processes to reduce resolution times and improve outcomes.

Qualifications

Job Types : Full-time, Contract

Contract length : 12 months

Pay : RM4, RM5,500.00 per month

Work Location : In person