Senior Associate, Customer Experience (SGMY)-Bangsar South
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Senior Associate, Customer Experience (SGMY)-Bangsar South
- Department:
- Customer Service-Buyer Experience
- Location:
- Malaysia
- Department:
- Customer Service-Buyer Experience
- Location:
- Malaysia
- Job Description
- ● Lead the development of customer experience strategies aligned with the company's goals and objectives.● Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.● Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.● Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.● Ensure initiatives are executed on time, within scope, and with successful implementation.● Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.
- Job Requirements
- Experience:● 4-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.Skills:● Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.● Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.● Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.● Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.● Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.● Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.Communication and Collaboration:● Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.● Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.● Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.
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