Customer Experience Manager

The Customer Experience Manager will be responsible for ensuring that our customers have a positive experience with the organization at every touchpoint.

Job Title: Customer Experience Manager             

Job Code:CXM-7272023

Grade:  7            

Unit:Customer Experience Unit

Reports To: General Manager

Job Summary:

• The Customer Experience Manager will be responsible for ensuring that our customers have a positive experience with the organization at every touchpoint.
• He/she would manage the strategic design, implementation, and optimization of Customer Experience Programmes and initiatives that ensure a best-in-class customer experience.
• The Customer Experience Manager will partner with external and internal stakeholders to support organisational engagement with customers and clearly define the customers’ journey landscape.

Duties:

Customer Experience Research and Analysis

• Co-ordinate qualitative and quantitative research that examines the full customer experience journey, customer experience trends, service gaps and customer pain points.
• Research proposed changes to relevant laws, practices or regulations that could potentially affect the organization regarding customer experience and make recommendations.
• Conduct high level analysis and provide high quality reports on customer experience matters and customers’ service trends across the organization and sector to develop a more tailored approach to positive customer experience and resolve service gaps.

Customer Experience Journey

• Develop and publish the organization’s brand purpose.
• Map the customer experience journey.
• Lead the customer experience journey mapping process.
• Work with cross functional managers to ensure the customer experience journey aligns with the organization structure & intent.
• Develop and review feedback points in each stage of the customer experience journey to ascertain customer satisfaction and our ability to meet customers’ needs.

Stakeholder Management and engagement

• Work with stakeholders across the organization to review and drive the end-to-end customer experience, including the development of new services and collection of customer experience feedbacks.
• Collaborate with respective managers to oversee the related operations for customer experience initiatives, including operating existing programs, designing, and launching new touchpoints, improving closed loop/feedback processes.

Customer Experience Programme and Project Management

• Manage the strategic design, implementation, and optimization of customer experience programmes, projects and other initiatives that ensure a best-in-class customer experience.
• Develop and implement systems to monitor customer outcome measurements of satisfaction and performance.
• Create strategies to improve customer experience through ICT based on customers’ experience feedback and research findings.

Customer Experience Training and Development

• Role model customer centric behaviour and be an advocate for positive customer experience.
• Manage the development of a customer experience culture, new service development and improved customer experience including customer recruitment and retention.
• Manage the development of the skills and competence of the customers of cross functional teams in relation to the customer experience journey, its processes, and practices.
• Create and implement employee training programmes to ensure that all employees are aware of the company’s policies and procedures regarding customer experience and the organization brand.
• Customer Service Management
• Collaborate cross-functionally to eliminate unnecessary processes while continuously implementing innovative ways to enhance the customer experience.
• Serve as the primary point of contact for customers, handling customer inquiries and complaints in a professional and efficient manner.

People Management

• Lead direct reports and cross-functional teams through global customer experience measurement KPIs and transformation initiatives, from initial discovery/ideation through operationalizing the vision. 
• Provide prioritization and oversight for teams to ensure key milestones are met, risks are identified and mitigated.

JOB SPECIFICATION

QUALIFICATION REQUIREMENTS   

• Bachelor’s degree in management and/or Marketing or related field
• Certificate in CXM (CXS, Certified Customer Experience Professional (CCXP))
• Practical experience will be an asset.

Advanced Skills

• Advanced skills in Customer Experience Measurement:
• Survey design and implementation,
• Proficiency with data analysis—including directing work in Excel, SQL, Power BI-closed loop design, implementation, and optimization. 

Advanced Skills in Project Management

• Project Design
• Project Execution
• Project M&E
• Advance Skill in Human Resource Development
• Staff Training and Development

EXPERIENCE

• At least three (5) years’ experience in customer service, customer experience, or at a managerial level.
• Three (5) years of people management experience as team manager, mentor and coach.

CORE COMPETENCIES

Action Orientation         

Targets and achieves results, creates a results-oriented environment, and follows through on action.

Communication

Communicates well, both verbally and in writing. Conveys and shares information and ideas effectively with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant details in presented information.

Critical Judgment           

Exercises sound judgment in arriving at decisions, pursues objectives and finds solutions to challenges.

Customer Orientation

Listens to customers, builds customer confidence, and increases customer satisfaction. Ensures commitments are met, sets appropriate customer expectations, and responds to customer needs. Places emphasis on customers’ needs and involves customers in the decision-making process to ensure the highest quality service.

Initiative            

Takes action to influence events.

Integrity             

Demonstrates personal integrity, reflecting high ethical and moral values.

Interpersonal Skills        

Engages with others effectively and productively and establishes trust.

Technical/Functional Expertise

 Demonstrates strong technical/ functional proficiencies and knowledge in areas of expertise. Shows knowledge of organisation business and proficiency in the strategic and financial processes, and their implications for the public service.

Teamwork

Knows when and how to attract, develop, reward, and utilise teams to optimise results. Acts to build trust, inspire enthusiasm, encourage others, and help resolve conflicts. Develops consensus in creating high performance teams.