Senior Operations Performance Management Specialist

Responsible for measuring and monitoring CX performance through periodic CX metrics and reports
Responsible for customer related journey/process monitoring, mapping and management
Responsible for planning, implementing or supporting implementation of initiatives/activities based on analytics from key CX metrics collected
Responsibilities
Monitor, mapping and manage customer journey experience with FEC
Support the development and in charge of maintaining and tracking periodic list of customer related journeys/processes
Analyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholders
Conduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CX
Support monitor or implement initiatives/programs/projects to improve CX performance
Perform the department's role in the implementation of the initiatives/programs/projects (executor role, vendor monitoring, or implementation monitoring)
Ensure initiatives/programs/projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).
Conduct communication work for related initiatives/programs/projects in the Department
Monitor and improve performance of assigned initiatives/programs/projects
Resolve & escalate to authorities' level departmental issues in assigned functions
Undertake other tasks assigned by line manager