Digital Bank - Unit Head of Customer Experience

FE CREDIT

Ngày cập nhật: 23/03/2021

Thông Tin Tuyển Dụng

Nơi làm việc: Hồ Chí Minh

Lương: Cạnh tranh
Ngành nghề: Ngân hàng, Tài chính / Đầu tư, Tiếp thị / Marketing

Hết hạn nộp: 21/04/2021
Cấp bậc: Quản lý

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 3B Floor, Ree Tower, 9 Doan Van Bo, Dist. 4, HCMC Người liên hệ: Vũ Thế Quang

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

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Job tags / Kỹ năng:marketing UI/UX Digital Digital Bank banking consumer finance CX customer experience Übank - Unit Head of Customer Experience