***Job Purpose:

• Design Customer Experience strategy; Identify and optimize customer journey; Improve CX process and optimize digital experience
• Be responsible for developing and implementing the customer experience strategy, ensuring superior and consistent service at all customer touchpoints that align with the company's development orientation.

***Key Responsibilities:

1. Develop customer experience strategies and plans:

• Develop strategies and plans to enhance the customer experience, meeting the company's development goals through each stage.
• Build customer journey maps for each customer segment, monitor and maintain service quality at all touchpoints, including online and offline service

2.Establish and manage customer experience evaluation metrics:

• Develop and monitor customer experience evaluation metrics, analyze the fluctuation of metrics by segment to ensure service effectiveness.
• Develop a standardized system for collecting customer feedback, focusing on key metrics that have a major impact on the customer experience.

3.Improve and enhance the customer experience process:

• Research and propose improvements and changes in the customer interaction process, focusing on enhancing satisfaction and experience efficiency.
• Conduct multi-channel qualitative and quantitative surveys to capture customer needs trends and feedback.

4. Develop service quality control regulations and procedures:

• Develop and update service quality control regulations, procedures, and customer journey experience.
• Manage and monitor the quality of customer care policies, ensuring consistency in the implementation of customer care programs.

***Requirements:

• Minimum 5 years of experience in customer experience management, customer service, or a related field, with a preference for candidates with experience in the insurance or finance industry.
• In-depth knowledge of developing customer journey maps, managing experience evaluation metrics, and service quality control.
• Data analysis skills, experience in implementing and managing survey programs, market research.
• Leadership and inspirational skills, good communication and presentation skills.
• Experience in planning and budget management, along with the ability to coordinate and manage resources to optimize operational efficiency.