Thông báo

Vui lòng đăng nhập để thực hiện chức năng này

Đăng nhập bằng

Digital Bank - Unit Head of Customer Experience

FE CREDIT
Ngày cập nhật: 23/03/2021

Thông Tin Tuyển Dụng

Phúc lợi

  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương

Mô tả Công việc

OBJECTIVE:

Oversees and plays an integral part in the development and implementation of CX strategy and plans, ensuring all areas of the business from product proposition

COMMUNICATION:

Internal: All business units

External: External Auditor

KEY RESPONSIBILITIES:

  • Oversees and plays an integral part in the development and implementation of CX strategy and plans, ensuring all areas of the business from product proposition development, digital and channel services, sales and marketing, branding and communications, customer communications and contact points, claims and operations are interrelated and integrated to relay one seamless CX
  • Champions the Voice of Customer (VOC) program and feedback is collected, analyzed and disseminated into the business for consideration / execution and delivery
  • Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and efficiency, vision and principles and uplift CX and Customer Loyalty
  • Designs and develops best in class digital customer experiences across all technology-driven interfaces
  • Manages all user experience, working with Product and IT to ensure simplicity of all front-end design, and that the customer is at the heart of all design
  • Manages customer communication touchpoints including but not limited to service & customer information emails, app communications, chatbot & live-chat
  • Manages the Service Call Centre, ensuring customer service levels are kept above industry benchmarks. Further, the role ensures the right protocols/procedures for front-line facing employees to enhance the customer experience

Yêu Cầu Công Việc

  • 3+ years of experience in a similar role and has strong knowledge in digital
  • 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 Voice of Customer Programs
  • Ability to manage and lead the people in a team as well as projects initiatives
  • Ability to oversee the development and initial implementation of UX opportunities that meet the growth objectives of the business
  • Ability to manage performance data, analyze and report results e.g. NPS, CXI and recommends/takes corrective actions to ensure the achievement of mission and CX objectives

Thông tin khác

  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

FE CREDIT

https://career.fecredit.com.vn/Qui mô công ty: 10.000 - 15.000
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an...Chi tiết

Digital Bank - Unit Head of Customer Experience

FE CREDIT

Nhận email việc làm tương tự

Tạo thông báo việc làm tương tự với việc làm này.

Hỗ Trợ Ứng Viên: (84.28) 3822-6060 hoặc (84.24) 7305-6060
In Partnership with