Senior Customer Experience Specialist (Analysis)Công ty Cổ phần Vàng bạc Đá quý Phú Nhuận - PNJ

1. Insights and Analysis
Customer Data Analysis: Gather, analyze, and interpret customer feedback, surveys, and market research to uncover insights into customer behavior and preferences.
Customer Journey Mapping: Develop and maintain detailed customer journey maps to identify pain points, opportunities, and areas for improvement across all touchpoints.
Performance Metrics: Monitor and analyze key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other operation metrics (Retention,....) to guide strategic decisions.
2. Project Management
Customer Experience Initiatives: Lead the planning, execution, and management of customer experience projects, ensuring they are completed on time, within scope, and aligned with company goals.
Process Improvement: Identify inefficiencies in current processes and implement solutions that enhance the overall customer experience.
Risk Management: Anticipate potential risks in projects and develop mitigation strategies to ensure successful outcomes.
3. Cross-Functional Collaboration
Team Leadership: Lead and mentor a team of customer experience professionals, fostering a culture of excellence and continuous improvement.
Departmental Coordination: Work closely with marketing, sales, product development, and customer support teams to ensure a cohesive and consistent customer experience across all channels.
Stakeholder Engagement: Collaborate with key stakeholders to align customer experience strategies with broader business objectives, ensuring that customer needs are prioritized.
4. Innovation
Customer Experience Enhancement: Continuously explore and implement innovative solutions that improve customer interactions and satisfaction.
Technology Integration: Stay informed about emerging technologies and industry trends, integrating new tools and platforms that enhance the customer experience.
Continuous Learning: Promote a culture of innovation by encouraging team members to stay updated on best practices and emerging trends in customer experience.