Customer Experience Manager

**Experience**:
**Key Responsibilities**:
**CX Strategy Development & Execution**:

- Lead the design and implementation of customer experience strategies that align with the bank’s digital transformation goals and customer-centric values.
- Oversee the optimization of end-to-end customer journeys across digital channels (mobile app, website, chatbot, etc.), ensuring they are seamless and personalize

**Knowledge Base Management**:

- Oversee the creation, management, and continuous improvement of the internal knowledge base, ensuring it includes accurate and up-to-date information for both customers and internal teams.
- Collaborate with customer support, product, and operations teams to ensure self-service resources (FAQs, help articles, troubleshooting guides) are effective and user-friendly.

**Process Excellence & Optimization**:

- Drive process optimization initiatives that streamline customer-facing workflows, reduce friction, and enhance the overall customer experience.
- Analyze and identify areas for improvement across customer interactions, implementing changes that improve service delivery and reduce inefficiencies.

**Team Management & Development**:

- Lead, mentor, and manage a team of customer experience professionals, providing guidance, support, and performance feedback.
- Foster a collaborative, customer-first culture within the team, ensuring they are aligned with the bank’s CX goals and standards.
- Develop and implement ongoing training programs to continuously improve team skills, knowledge, and service delivery.

**Customer Insights & Feedback**:

- Regularly monitor and analyze customer feedback from digital touchpoints (mobile app, website, chatbots, social media, etc.), identifying key trends and actionable insights.
- Develop and track CX performance metrics (e.g., NPS, CSAT, CES) and report regularly to leadership on customer satisfaction and performance.
- Drive initiatives to address recurring customer pain points, ensuring that feedback is utilized for continuous improvement.

**Cross-Functional Collaboration**:

- Collaborate with product, technology, marketing, and operations teams to optimize digital user journeys and ensure a seamless customer experience.
- Provide input into product development and feature enhancements, ensuring that customer experience is prioritized in the design process.
- Assist in the testing and quality assurance of new features from a CX perspective to ensure they meet the highest standards.

**Customer Issue Resolution**:

- Manage escalated customer concerns, ensuring prompt resolution and conducting root-cause analysis to prevent future issues.
- Work with the customer support team to ensure consistent and high-quality responses across all channels.

**CX Culture & Knowledge Sharing**:

- Champion a customer-first mindset across the organization, ensuring that all teams understand the role they play in delivering an exceptional experience.
- Drive the creation of training, workshops, and knowledge-sharing sessions to instill best practices in customer experience management.

**Industry Awareness & Best Practices**:

- Stay up-to-date on industry trends, customer experience best practices, and emerging technologies in the digital banking space.
- Integrate competitor analysis and market insights into CX strategies to maintain a competitive edge.

**Qualifications**:

- 5-7 years of experience in customer experience management, digital banking, or fintech, with a focus on improving customer journeys and satisfaction.
- Proven experience in team management and development, with the ability to lead a diverse group of CX professionals.
- Strong experience with CX tools (e.g., Medallia, Qualtrics, Zendesk) and knowledge management platforms (e.g., Confluence, Freshdesk).

**Skills**:

- In-depth knowledge of digital customer journeys, UX/UI principles, and the digital banking landscape.
- Expertise in process optimization and identifying opportunities for continuous improvement.
- Strong analytical skills and the ability to use customer data to inform strategic decisions.
- Excellent communication and interpersonal skills, with a demonstrated ability to collaborate effectively across departments.

**Education**:

- Bachelor’s degree in Business, Marketing, Communications, or a related field.

**Job Types**: Permanent, Contract
Contract length: 6 months

Pay: RM6,500.00 - RM9,500.00 per month

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Night shift
- Rotational shift

Work Location: In person