Associate Manager - Customer Experience ExcellenceCông Ty Cổ Phần Dịch Vụ Di Động Trực Tuyến (viết tắt M_Service) - VÍ ĐIỆN TỬ MOMO

User Journey Management:
Oversee the entire user journey to ensure a seamless and positive experience across all touchpoints.
Align services performance with defined standards and user expectations.
Experience Monitoring and Improvement:
Develop and manage a robust User Experience Journey to track user satisfaction, identify pain points, and pinpoint opportunities for enhancement.
Utilize customer experience metrics to derive in-depth insights, offering practical and actionable recommendations for improvement.
Performance Metrics Definition and Monitoring:
Define and monitor key performance metrics related to services to proactively identify and address potential gaps.
Translate performance metrics into meaningful insights to drive strategic decisions.
Continuous Improvement Initiatives:
Drive improvement initiatives to resolve user pain points and address services performance gaps.
On-time address the underlying causes of problems and customer problems across touchpoints.
Collaborate with cross-functional teams to implement changes that positively impact the overall customer experience.
Stakeholder Collaboration:
Collaborate with various stakeholders to gain a deep understanding of operational processes.
Investigate problem areas within processes and recommend transformational solutions to enhance the customer experience.
Be a Business partner to represent for voice of customer to all stakeholders.
Project management:
Implement improvement projects related to customer operations.
Contribute to the development and execution of strategies that elevate customer satisfaction and loyalty.
Be a part of project team to improve customer metrics such as cost optimization, satisfaction, volume, automation.
Everyday passionate in improving customer satisfaction and experience;
Logical and structured thinking with detailed orientation;
Good at problem solving and enjoy root cause analysis, especially in connecting the dots;
Willing to search for new standards and/or global best practices to optimize solutions;
Experience/ knowledge in process design and/or project management is a Must;
Experience in people management/leadership is a Must;
Enjoyed fast-paced environment, opened to learn and adapt;
Excellent at writing and presentation in both Vietnamese and English.