Vice President, Customer Experience - Malaysia, Kuala Lumpur - PRASARANA MALAYSIA BERHAD

Description

Job Purpose

Responsible for designing, planning and monitoring the identified CX initiatives to address customer concerns with internal and external stakeholders. S/he must possess strong empathetic and analytical of the concerns; and able to articulate it into actionable initiatives (new or revised).

Key Accountabilities

• Stakeholder Engagement:

1. Build and maintain strong relationships with key stakeholders, including internal teams, clients, and external partners.
2. Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.

• Training and Development:

1. Develop and deliver training programs for internal teams to ensure a consistent and high-quality customer experience.
2. Stay informed about industry best practices and emerging trends in customer experience management.

• Solution Design:

1. Lead the design and development of customer experience solutions, considering both technology and processes.
2. Identify opportunities for improvement in customer journeys and develop solutions to enhance the overall customer experience.

• Project Management:

1. Oversee the implementation of CX solutions, ensuring that projects are delivered on time and within budget.
2. Collaborate with project teams to define project scope, objectives, and deliverables.

• Data Analysis:

1. Utilize data and analytics to identify trends, measure key performance indicators, and make data-driven recommendations for improving customer experiences.
2. Monitor and report on the success of CX initiatives, adjusting strategies as needed.

• Compliance and Quality Assurance:

1. Ensure that customer experience solutions comply with relevant regulations and industry standards.
2. Establish and monitor quality assurance processes to maintain high standards of service.

Qualifications, Skills, Knowledge & Competencies:

• Bachelor's degree in marketing, advertising, communications or related fields with minimum of 8 years experience
• Successful track record in customer experience or customer relationship roles
• Excellent leadership, communication, and decision-making skills
• Experience with customer solutioning, project management, people development and culture change.
• Strong project management and people management
• Strategic and analytical thinking skills
• Interpersonal, networking and influencing skills
• Ability to understand business objectives and align CX and marketing strategies accordingly
• Data-driven mindset and an aptitude for technology
• Proficient in Microsoft Office, UX/UI design knowledge, SEO & SEM, content management, social media, responsive design, partner management and analytics
• Hands-on experience in various Marketing automation tools
• Familiarity in Customer relationship management and loyalty