Customer Journey Transformation Assistant Manager

As a Customer Journey Transformation Assistant Manager, you play a critical role in shaping the future of our customer interactions and driving meaningful change across the organization.

In this role, you will be at the forefront of enhancing customer experience through strategic initiatives and insights derived from comprehensive customer data and research. Your role will involve leading a dedicated team to deeply understand customer needs, identify pain points, and execute targeted initiatives aimed at improving overall satisfaction and retention.

Your Day-to-Day

Customer Experience

• Create detailed customer journey maps to identify critical touchpoints and areas for improvement.
• Set up Voice of Customer (VOC) survey research, including survey design, execution, data analysis, and report creation.
• Analyze customer data and conduct in-depth research to gain insights into customer behaviors, preferences, and pain points.
• Utilize customer feedback, surveys, and other data sources to inform strategic decisions.

Project Management & Continuous Improvement:

• Project manage CX initiatives aimed at transforming and improving customer experience.
• Lead customer experience projects from inception to completion, developing project plans, schedules, and budgets, and monitoring progress against milestones.
• Track and analyze data in a timely manner to ensure that the outputs of projects/initiatives are achieved; identify key issues and risks, report accordingly to management, and propose solutions to be implemented.
• Implement best practices and innovative solutions to enhance customer satisfaction and retention.

Data Analysis and Insights:

• Monitor NPS & CSAT related to customer experience and project outcomes, providing regular reports to management.
• Utilize customer data and feedback to identify trends, opportunities, and pain points in the customer journey. Resolve problems through data analysis, provide efficient reporting and effective communication.
• Work closely with the Product Team to improve the tool for both internal and external end users to drive positive customer experience.

Strategic Planning & Execution:

• Develop and implement strategic initiatives to transform and enhance the customer journey.
• Collaborate with cross-functional teams to ensure alignment and integration of customer-centric strategies.
• Oversee the execution of customer journey transformation projects from conception to completion.

Team Leadership:

• Lead, mentor, and develop a team focused on customer journey transformation.
• Foster a customer-centric culture within the team and across the organization.
• Set clear objectives, monitor performance, and provide regular feedback to team members.

You Know-How

• Bachelor’s degree in Business, Marketing, Psychology, or related field.
• Proven experience in customer experience management, journey mapping, and data-driven decision-making.
• Strong analytical skills with the ability to translate data into actionable insights.
• Problem-solving abilities, with a focus on delivering results.
• Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu).
• Excellent project management skills with a track record of driving initiatives to successful completion.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
• Demonstrated ability to lead and develop high-performing teams.
• Ability to work collaboratively with cross-functional teams and influence stakeholders at all levels.
• Able to work under pressure and with minimum supervision.