Customer Experience

What will the role look like?

You will:

CSAT and NPS

• Take ownership of loyalty metrics across all noon touchpoints
• Monitor, analyze and identify operational gaps to report on CSAT and NPS metrics.
• Proactively identify CX metric trends (with a deep understanding of NPS framework) to prevent or detect customer impacting issues. Collaborate with relevant teams for improvements.
• Implement strategies to improve metrics, fostering stronger customer relationships and brand advocacy.

UI Experience

• Champion a user-centric design approach, ensuring that user needs, preferences, and behaviors drive the design process. Conduct user research, gather insights, and translate them into effective user experiences.

Customer Journey mapping

• Act as the 'voice of the customer,' identifying impediments to the customer experience across various touchpoints and journey maps.

Insights

• Spearhead high proficiency in deriving critical insights through advanced analytical thinking (integrating data from internal and external sources, using primary and secondary research to understand factors influencing consumer behavior).
• Stay updated on the latest trends, best practices, and emerging technologies in the field. Bring innovative ideas and approaches to the table, pushing the boundaries of user experience.
• Present findings and recommendations to leadership and relevant teams for informed decision-making.

Program Management

• Oversee and manage customer experience programs to enhance satisfaction and loyalty.
• Develop and execute initiatives to improve the overall customer journey, covering platform, delivery, support, and retention strategies.

Customer Support

• Understand inbound and escalation channels to develop and implement customer service policies for consistent and exceptional service delivery.

Attributes to succeed in the role

Qualifications

• Graduate or Postgraduate from a Tier 1 College
• Minimum of 3-5 years in a customer experience role

Skills experiences and behaviors

• Start-up experience required.
• Preference for e-commerce experience (not mandatory).
• Strong understanding of customer experience principles, strategies, and best practices.
• Proficient in analytical and problem-solving skills, capable of identifying root causes and developing tactical and strategic solutions.
• Demonstrated ability to drive satisfaction and loyalty in previous roles.
• Understanding of business strategy and consumer behavior
• Proficiency in MS Word, Excel, and PowerPoint
• Effective communication & Organizational skills