Position Summary
This role reports to the Head of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate will identify and lead projects to improve the end-to-end customer journey experience for the region.
Role and Responsibilities
Identify customer pain points in our customer journey which includes customer touchpoints from Dotcom, Contact Centres, Service Centres to in-home servicing
Conduct root cause analysis using a data-driven approach to provide recommendations on process improvements and enhancements
Lead projects involving cross-functional teams to improve customer experience from identified customer pain points as well as Process Innovation and System projects from HQ Korea and Subsidiaries
Implement Best-In-Class Project Management approach to develop project definition with stakeholders' requirements, lead project from initiation to final deployment, and analyze results for continuous improvements
Oversee the responsibilities of the Manager Customer Experience who looks after the regional customer care activities which includes Voice of the Customer portfolio and the development of training and motivational programs to improve customer service handling skills, mindset and attitude of frontline service staff and agents
Skills and Qualifications
7~10 years' experience in related Customer Experience Management, Digital Transformation, Project Management or analytical positions are required
Led and completed at least 3 major projects (process change or digital transformation) and achieved significant results
Ability to establish priorities, work independently, communicate and collaborate effectively (online and offline)
Expertise in MS office applications such as Excel and PowerPoint
Experience as a large organization Change Agent with regional exposure is preferred
Experience with Project Management and Knowledge in Consumer Electronics, BPO, Statistical Analysis, Quality Management, and Lean Six Sigma are highly desirable
Previous system/application development, SAP ERP, Data Science, RPA, Service (B2C) experience is a plus
Adapt in fast-paced regional environment and progress into other related Service Process or operational role in future