• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 24 Jan 18

GCG - Customer Experience Management

GCG - Customer Experience Management

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17080361


Description

Job Description:
  • To be the custodian of the customer experience through involvement in the development of experience design and identifying to drive change management where there is a business need.
  • Be the voice of the customer and partner with stakeholders to consistently deliver a remarkable customer experience
  • Imbuing the Power of One culture across the organization     
Scope of Responsibility:
  • Collaborate with stakeholders to address customer escalations and ensure timely resolution.
  • Through understanding of customer pain points, identify and drive change management with the respective teams.
  • Partner with the Customer Experience governance and analytics team to provide insights of what is causing customer dissatisfaction.
  • Assess customer dissatisfaction through the lens of Fair Dealing Guideline/ Treat Customers Fairly principles, where there are concerns on the design of existing products, services and features which may be unfair to customers.   
  • As the LOB relationship manager for designated lines of businesses, build a relationship with stakeholders to deliver on their business objectives whilst maintaining a remarkable customer experience.
  • Partner with respective lines of businesses to deliver marketing and portfolio action campaigns which are simple for customers to understand and simple for frontline teams to explain/ service.
Change Management & Experience Design:
  • Leverage on 5 major data sources (escalated complaints, social media, NPS TD & BU, trending of problem incidences) to prioritize change management opportunities
  • Apply agile scrum methodology to manage change management initiatives 
  • Proactively engage key stakeholders to incorporate experience design which meets both business profitability and positive customer experience objectives  


Qualifications

Academic Qualifications:
  • Bachelors degree in Customer Experience Design/ Arts & Social Sciences/ Business Administration/ Marketing
Professional Qualifications:
  • 8-10 years of direct banking experience within multi-national, multi-business consumer financial institution
  • Success in service and business roles such as marketing, product management, policy development that demonstrate deep business knowledge and product expertise
  • Skilled in collaborating with internal partners, external constituents and clients
Analytical Skills:
  • Strong critical thinking and problem solving skills, including the ability to analyze operational processes and potential customer impact
  • Intellectual curiosity and strong research skills to understand implication of processes on customer experience
  • Confidence to operate in a customer centric manner, focused on decision making