QUALIFICATIONS AND JOB DESCRIPTION
QUALIFICATIONS
- Bachelor’s degree in Industrial Engineering or equivalent departments,
- Minimum 7 years of experience in customer experience or related areas,
- Strong written, verbal communication skills in English,
- Very comfortable with Excel and PowerPoint,
- SPSS, SAS, SQL knowledge is a plus,
- Analytical understanding, experience with data insights, and a working knowledge of social data tools,
- Highly creative, engaged, and an eye for detail,
- Team work orientation and skilled in working with cross-functions,
- Organized and detail-oriented, with exceptional time management skills,
- Collaborating and working well together with others,
- Excellent interpersonal and communication skills.
JOB DESCRIPTION
- Mapping main customer journeys with the ability of creating meaningful patterns from scattered information and data,
- Defining main touchpoints along the customer journeys with a perception of its transactional volume and emotional impact,
- Reading CX figures such as NPS, CSAT, FCR, FOC not only as numbers but also human behaviours, chaining interactions, causality vs correlation inferences,Create new and orchestrate existing Customer Experience & Journey Projects like an art of optimal source and maximum impact optimization,
- See every single touchpoint and moment of truth as an opportunity of creating new customer delight points,
- Contribute each customer project either from business or channel teams by showing incremental value opportunities from customer experience perspective,
- Inspire, drive and lead other people of company along the customer experience transformation journey.
