[CIMB] Customer Experience Specialist SG

Contact email: careersrise@bcg.com
Job ref: 23326
Published: 4 months ago
Startdate: 12 September 2024 - 12 September 2024

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