[CIMB] Customer Experience Specialist SG

Key Responsibilities:

CX Transformation

Conduct comprehensive assessments of current customer experience touchpoints as well as journeys and identify areas for improvement
Utilize customer feedback, data on CX indicators, in-depth interviews, focus group discussions, design thinking workshops to generate insights and inform decision-making
Assist in developing and implementing customer experience transformation strategies e.g. best-in-class customer journeys aligned with the bank's strategic objectives
Collaborate with cross-functional teams, including Business Units, Branch, Contact Centre, Digital, IT, and Operations, to ensure seamless execution of transformation initiatives
Design and deliver training programs to upskill employees in delivering superior customer service
Monitor and evaluate the success of transformation initiatives, making adjustments as needed
Stay abreast of industry trends and emerging technologies to continuously enhance the customer experience

Customer Experience & Complaints Management

Review day-to-day feedback and complaints from the voice of customers to identify customer experience pain points and opportunities to delight customers
Overseeing the resolution of complaints to regulator and Financial Advisor related complaints.
Operational and fulfilment monitoring of key CX indicators i.e SLAs, complaints and social media
Monitoring and assessing results of Voice-of-Customer tactical surveys

CX Culture Activation & Governance

Build and activate CX essentials to inculcate CX mindset in the organization through planned initiatives such as capability building and rewards and recognition

CX Sustainability

Governance on design approval process – procedures, campaigns, products & policies

CX Design and Communication

Represent customer experience on cross-functional projects as assigned to develop customer-oriented products, service, campaigns and communications
Reviewing of business units’ correspondences i.e letters, scripts, FAQs for customers

Job Requirements:

Bachelor's Degree in related fields from recognised universities
Minimum 5 years of relevant work experience
Proficient in Excel for data analysis
Experience in conducting comprehensive process reviews to identify inefficiencies and areas of improvement.
Proficient in creating effective presentations using Powerpoint
Critical thinking and problem-solving
Excellent verbal and written communication skills
Good disposition and interpersonal skills