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Senior Manager of CX Excellence

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Setel Full time

Role Overview

We are seeking an experienced Senior Manager of Customer Experience Strategy and Insights to join our team at Setel. In this role, you will be responsible for leading a team focused on understanding customer needs, identifying pain points, and executing initiatives to improve overall satisfaction and retention.

Your Key Responsibilities Will Include:

  • Leading customer journey mapping and assessment to identify opportunities and pain points for improvement.
  • Establishing CX metrics and listening points to integrate the voice of the customer into decision-making processes for actionable insights.

CX Initiatives

  • Setting up Voice of Customer (VOC) survey research, including survey design, execution, data analysis, and report creation.
  • Driving the CX roadmap, identifying opportunities and coordinating the execution of initiatives to achieve measurable CX and business outcomes.

User Research

  • Owning and managing user research studies conducted by the UX research team.

Requirements

  • Bachelor's degree in Business Administration, Marketing, Psychology, or related field.
  • Proven experience in customer experience strategy, insights, and management, preferably in a leadership role for 5-8 years.