Head of Customer Experience, Philippines

Get to know the Role:

• As Head of CE in-country, you will help the organization to identify and prioritize customer feedback, potential opportunities, and also drive change in the workplace. In this role, you will:
• Lead the way in developing customer-centricity strategies/programs and processes intended to help the organization understand, analyse and create a positive customer experience at every touchpoint.
• Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals.
• Work closely with other business functions to incorporate CE strategies and gain insights into improvement opportunities for CE.
• Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab.
• Lead teams on redefining how the customer experience should be run, align customer experience concepts, value proposition, and related processes with regional CE teams and in-country teams.
• Work closely with other verticals (eg. Payments team, driver loyalty & retention) in relation to CE-related processes that require Finance or Audit interactions.

The must haves:

• 8 - 10 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
• Fluent in local language and English both oral and written.
• Excellent communication, presentation and interpersonal skills.
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
• Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
• Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.
• Analytical and process-oriented; ability to problem-solve; resilience and tenacity to perform effectively in a challenging and fast-paced environment