Ensure the User Journey meets or exceeds user expectations across services by monitoring service performance against defined benchmarks.
What You Will Do
User Journey Management
- Develop and manage the User Experience Journey to track service performance, identify pain points, and uncover opportunities for improvement.
Experience Monitoring and Improvement
- Monitor and analyze customer experience metrics, translating them into in-depth insights to provide practical and actionable recommendations.
- Define and track service performance metrics to proactively detect and address potential service gaps.
Continuous Improvement Initiatives
- Identify and address root causes of issues across touchpoints in a timely manner to enhance customer satisfaction.
- Drive improvement initiatives to resolve user pain points and service performance gaps, ensuring a seamless user experience.
Stakeholder Collaboration
- Collaborate with stakeholders to gain a deep understanding of operational processes.
- Guide the team in effective issue resolution and handling escalations to improve overall customer experience.
What You Will Need
- At least 3 years of experience in the customer experience field.
- Strong skills in customer journey mapping and data analytics to define customer experience and service performance metrics.
- Logical and structured thinking with strong attention to detail.
- Excellent problem-solving skills and a passion for root cause analysis to connect the dots.
- Willing to explore new standards and global best practices to optimize solutions.
- Experience or knowledge in process design and/or project management/or Business Analyst (BA)/or Product Owner (PO) is a plus.
- Thrives in a fast-paced environment and is eager to learn and adapt.
- Passionate about enhancing customer satisfaction and experience every day.
Company Culture:
Our company culture is built on Customer Centricity, Innovation, Teamwork, Excellence in Execution, Constant Learning. We value diversity and inclusivity and strive to create an environment where everyone are inspired to grow and succeed fast together.
Process inteview
Round 1: Cognitive test
Round 2: Hiring manager interview
Round 3: Technical test + Final interview
