Job Description
We are looking for a Customer Experience Manager for our Local Bank client in Makati
Role: Customer Experience Manager
Industry: Banking
Salary: up to 100k
Set up: Onsite in Makati
Schedule: Mon to Fri, dayshift
Level: Senior Manager
Interview level: Initial - over the phone, 2nd to Final - onsite
Responsibilities:
1. Strategy development: Developing and implementing a customer experience strategy aligned with the organization's goals and objectives.
2. Customer journey mapping: Understanding and analyzing the various touchpoints and interactions customers have with the company to identify areas for improvement.
3. Feedback management: Gathering and analyzing customer feedback through surveys, focus groups, and other methods to identify areas of improvement and opportunities for enhancing the customer experience.
4. Process improvement: Collaborating with different teams and departments to streamline processes and remove any barriers or friction points that might negatively impact the customer experience.
5. Training and development: Providing guidance and training to employees on delivering exceptional customer service and maintaining consistent service standards.
6. Performance measurement: Establishing key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and the overall success of customer experience initiatives.
7. Customer advocacy: Advocating for the voice of the customer within the organization and ensuring that customer-centricity is embedded in the company culture.
Skills:
1. Communication: Excellent verbal and written communication skills to effectively convey information and interact with customers and internal stakeholders.
2. Analytical thinking: Ability to analyze customer data, feedback, and market trends to identify patterns, insights, and opportunities for improvement.
3. Problem-solving: Strong problem-solving and decision-making skills to address customer issues and find effective solutions.
4. Leadership: Ability to lead cross-functional teams and collaborate with different departments to achieve customer experience goals.
5. Empathy: Empathetic understanding of customer needs, concerns, and emotions to deliver personalized and empathetic customer service.
6. Adaptability: Flexibility to adapt to changing customer needs and market dynamics, and to quickly implement adjustments in strategies and processes.
7. Project management: Strong organizational and project management skills to prioritize tasks, meet deadlines, and manage multiple customer experience initiatives simultaneously.
