Expert, Customer Experience Management (40000574)

The job holder contributes to the consistency of principles of design, operation, and measurement of customer experience at customer touchpoints/interactions across the system.

Requirements

• Build a whole-row customer experience framework
• Design management principles, effective measurement standards for customer experience
• Communicate training on frameworks, mechanisms, and guidelines for internal MKT and related Divisions
• Research and propose to adjust (if necessary) the customer experience framework according to actual implementation
• Participate and coordinate with the Divisions to understand the needs and develop customer marketing experience standards
• Collaborate in building customer experience framework
• Implement an operating mechanism/coordinating with specialized units to monitor and evaluate the implementation of the customer experience framework
• Collecting information, effectively analyzing customer experience