Mô tả công việc
Mô tả công việc
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Purpose of this role: To convert CX insights into clear priorities, initiatives, and measurable business actions, acting as the primary driver of CX impact.
Main Responsibilities
• Orchestrate cross-functional collaboration to embed CX priorities into business planning and execution.
• Track, monitor, and report CX performance, providing clear recommendations to senior stakeholders.
• Own and drive improvement of priority customer journeys, translating customer insights into actionable initiatives.
• Lead and govern the execution of Customer Experience (CX) strategy in alignment with Group CX & Advisory Excellence standards.
• Govern Voice of Customer (TNPS / RNPS) programs, ensuring insight quality and effective insight-to-action conversion.
Key Result Areas
• Strong cross-functional ownership and alignment on customer experience outcomes.
• Increased leadership confidence in CX insights, decisions, and delivered impact
• Clear and effective CX governance embedded across functions.
• Improved TNPS / RNPS performance across priority customer journeys.
• Customer insights consistently converted into prioritized and implemented improvement actions.
Yêu cầu
• Bachelor's Degree or higher in Marketing, Communication, Business Administration, or related fields.
• 5+ years of experience in Customer Experience, Strategy, Transformation or Marketing
• Proven track record leading cross-functional initiatives in complex organizations
• Experience working with customer metrics (NPS, VoC, journey analytics) and translating insights into action
• Experience in financial services, insurance, banking, or regulated industries is a strong advantage
• Strong strategic thinking with hands-on execution discipline
• Ability to influence senior stakeholders and navigate organizational complexity
• High analytical rigor paired with customer empathy
• Comfortable balancing governance, structure, and agility
• Excellent communication skills, able to simplify complexity and drive alignment
Quyền lợi
Thưởng
Competitive salary and bonus
Chăm sóc sức khoẻ
Insurance according to the Labor Law
Hoạt động nhóm
Professional working environment
Thông tin khác
NGÀY ĐĂNG
13/11/2026
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Tiếp Thị, Quảng Cáo/Truyền Thông > Tiếp Thị
KỸ NĂNG
Quản Lý Trải Nghiệm Khách Hàng, Customer Experience Management
LĨNH VỰC
Bảo hiểm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
5
QUỐC TỊCH
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Thông tin chung
Nơi làm việc
- Generali Plaza, 43 - 45 Tu Xuong, Xuan Hoa, Ho Chi Minh City, Vietnam