Responsible for measuring and monitoring CX performance through periodic CX metrics and reports.
Responsible for customer related journey/ process monitoring, mapping and management.
Responsible for planning, implementing or supporting implementation of initiatives/ activities based on analytics from key CX metrics collected.
Responsibilities
- Monitor, mapping and manage customer journey experience with FEC.
- Design and implement qualitative and quantitative research studies to understand customer needs, preferences, and behaviors.
- Support the development and in charge of maintaining and tracking periodic list of customer related journeys/ processes.
- Analyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholders.
- Conduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CX.
- Perform the department’s role in the implementation of the initiatives/ programs/ projects (executor role, vendor monitoring, or implementation monitoring).
- Ensure initiatives/ programs/ projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).
- Undertake other tasks assigned by line manager.
