Senior Executive / Executive, Customer Experience

Roles & Responsibilities

We are seeking a proactive and customer-focused Senior Executive / Executive to join our Customer Experience team.

In this role, you will shape and enhance both digital and physical touchpoints by uncovering customer needs, mapping and improving journeys, and translating insights into solutions. You will support digital adoption projects, user testing and feedback management while leveraging data and analytics to drive Customer Experience.

This role is ideal for someone who thrives at the intersection of customer insight, experience design and service delivery and is passionate about building seamless, loyalty-driven experiences.

Job Description

Customer Experience and Assessment

• Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews to uncover customers needs and pain points. Translate findings that will guide digital and phygital experience design into actionable recommendations
• Maintain, review and create new customer journey maps / service blueprints to enhance corporate clients' and their digital experiences
• Data Analysis & Insights – Analyse customer feedback, monthly corporate reporting. Build dashboards and reports that surface actionable insight
• Project Management of Digital Adoption Projects
• Supporting in User Testing and Portal Experience
• Conduct Mystery Shopping of current offerings

Service Delivery

Qualifications, Preferred Knowledge and Skills, and Other Requirements

Tell employers what skills you have

Chatbot

CRM

Excellent Communication Skills

Multi Tasking

Data Analysis

Customer Experience

Salesforce

User Stories

User Experience

MS Office

Project Management

User Experience Design

User Testing and Usability Testing

Design Thinking

Customer Journey Mapping

Experience Design

Data Analytics

Service Delivery

Storyboarding

Customer Journeys