Expert, Customer Experience Management

Job Purpose

The job holder contribute to the consistency of principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, or ensure that touchpoint/customer interaction management departments apply Use the principles appropriately and effectively according to the unified mission of the Senior Director of Customer Experience Management.

Key Accountabilities (1)

• DEPARTMENT MISSIONS
• Design and build a customer experience framework:
• Build a whole-row customer experience framework, including principles of effective customer experience design, implementation, and management.
  
  

Research the facts, theories and methodologies of customer experience.

• Study the current state of the organization to determine appropriate practical standards principles.
• Design management principles, effective measurement standards for customer experience.
• Communicate training on frameworks, mechanisms and guidelines for internal MKT and related Divisions.
• Develop goals and plans, training/communication objects.
• Provide necessary content on training/communication materials, appropriate training/communication methods through consulting and guidance of TCB LnD/Comms.
• Coordinate with LnD/Comms, checking and evaluating training/communication effectiveness.
• Research and propose to adjust (if necessary) the customer experience framework according to actual implementation.
• Measure performance and monitor trends in the experience in the market to suggest improvements.
• Coordinate with experience management to exploit customer feedback measurement reports to propose improvements to the experience framework from time to time.
• Participate and coordinate with the Divisions to understand the needs and develop customer marketing experience standards, in accordance with business processes.
• Build a focal point (partner) with departments in charge of touchpoints with customers to find out what customers want and need about the experience.
  
  

Key Accountabilities (2)

• Implement mechanism to ensure customer experience enhancement activities
• Collaborate in building customer experience framework.
• Implement an operating mechanism/coordinating with specialized units to monitor and evaluate the implementation of the customer experience framework:
• Presiding over the assessment and monitoring of service quality compliance and ensuring brand identity at the branch channel to help the branch promptly develop an adjustment plan, ensuring customer experience.
• Monitor compliance with the principles of communication and marketing to customers through channels.
• Collaborate with Business Process Divisions to monitor, evaluate, report results and take action to improve customer experience according to the customer experience framework.
• Coordinate implementation of brand/digital marketing/TO...to enhance customer experience.
• Manage the experience of brand image present on online and offline channels (images of Head Office and branches, outdoor advertising - OOH).
• Collecting information, effectively analyzing customer experience
• Deploy to collect information and indicators to measure the effectiveness of customer experience to analyze, evaluate, and coordinate with relevant departments to propose solutions, update progress and report periodically.
• Collaborate to build database platform, compile measurement and analysis reports to help build a master plan to improve customer experience.
• Coordinate tracking, evaluation, and reporting activities that increase customer experience across channels.
  
  

Key Accountabilities (3)

• Other Responsibilities
  
  

Other duties as assigned by Head of Customer Experience Administration.

Key Relationships - Direct Manager
Head of Customer Experience Management;

Senior Manager, Customer Experience Management

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders
DepartMarketing and all functional units in the bank: mainly with Business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations divisions.ments in the Division, departments in TCB, Assistant of other divisions / departments.

Key Relationships - External Stakeholders
Service delivery partners.

Success Profile - Qualification and Experiences
Qualifications

• University or higher
  
  

Work Experience

• Minimum 7 years professional experience
  
  

Foreign Language

• English, level 3 (TOEIC > 650)