Customer Experience (CX) Executive

Customer Insights

- Analyze NPS, CSAT, surveys, and complaints.

- Identify trends and root causes; follow up on corrective actions.

Experience Design & Standards

- Support updates to Learner Journey Map and service blueprints.

- Maintain standards for communication, service recovery, parent updates, and center operations.

- Coordinate SOP implementation with Operations, Academic, Sales, Property.

Experience Delivery

- Conduct center visits, service checks, and class observations.

- Coach CE, and frontline teams on service mindset and communication.

- Support CX-related training sessions.

Measurement & Improvement

- Prepare CX dashboards/reports (NPS, CSAT, complaints, mystery shopping).

- Track improvement projects across centers.

- Coordinate mystery shopping activities.

Project Coordination

- Support rollout of CX Blueprint and parent engagement initiatives.

- Collaborate with IT/ Marketing on CRM/CXM, survey automation, Zalo OA.

- Prepare weekly and monthly reports for Head of CX.

- Bachelor’s degree; 3–5 years in CX, Operations, Education Service, QA, or similar roles.

- Strong analytical, communication, and project management skills.

- Ability to coach frontline teams and work cross-functionally.

- Customer-centric, proactive, detail-oriented.

- Proficiency in MS Office; English is an advantage.

• Qualification: Bachelor
• Age: Unlimited
• Job type: Permanent
• Probation time: 2 tháng theo qui định nhà nước
• Working time: 9h - 18h, Mon - Fri
• Training opportunities: Tham gia đào tạo theo chính sách của công ty
• Colleagues: Thân Thiện, Hòa đồng
• Benefits: Tham gia đầy đủ bảo hiểm trên mức lương cơ bản.
• Other extras: Giảm Học Phí lên đến 90% cho nhân viên và người thân khi đăng kí học tại ILA
• Annual leave: 14 Ngày Phép Trong năm