AM - Customer Experience

Job Scope:

• Optimizing customer experience by analyzing customer interactions at various touchpoints to identify areas of improvement

• Identifying inefficiencies, service gaps, the root causes of customer issues and collaborating with relevant stakeholders to optimize process improvement

• Implement agreed strategies to enhance overall customer experience towards all touchpoints, define goals, metrics, and action plans (including NPS/CSAT surveys) Improving customer experience and provide solutions based on customer profile and their segment

• Ensuring the execution of the plan and the agreed strategy and liaising with necessary stakeholders to ensure a seamless experience across touchpoints.

• Develop and implement Customer Communications planning from the aspects of the channels, tools, and contents

Qualifications:

• University degree in Marketing, Economics or other related disciplines

• 3 years experience in customer experience, service quality, customer operations or research. Experiences in Banking or Insurance industry will be highly beneficial

• Project management experience

Information :

• Company : Prudential Group
• Position : AM - Customer Experience
• Location : Jakarta
• Country : ID