Key Roles and Responsibilities:
Experience Management Responsibilities: (50%)
- Driving improvements on core CX metrics of each BU (e.g. NPS, CSAT, CES, VOCs, etc.).
- Identifying key detractions on customer experience and initiate Closed Feedback Loop (CFL) activities.
- Leading CXM Forums (Inner Loop and Outer Loop meeting protocol with target BUs).
- Conducting deep dive analyses and providing CXM recommendations to target BUs.
- Creating reports, presentations, and visualizations to effectively communicate insights to target BUs.
- Monitoring the effectiveness of projects/ initiatives and providing detailed status reports.
- Turning customer insights/ latent needs into actionable initiatives.
- Coordinating with several cross-functional teams within Central Group (e.g. Operations, Logistics, Tech, Product, Customer Service, etc.)
- Leveraging CX data to support new products and features developments.
Technical Responsibilities: (30%)
- Utilizing and implementing advance CX tools (e.g. Qualtrics) to perform data gathering, deep dive analyses, and interpreting customer feedback data.
- Working on CX tools to adjust/ optimize the surveys and automations which best suitable for target BU’s customers journey/ touchpoint.
- Creating advance real-time Dashboards to track customer experience is target touch points along customer journeys.
Research Responsibilities: (20%)
- Conducting and leading fundamental qualitative and/or quantitative research in case required to drive better customer experience.
- Utilizing statistical and analytical tools to interpret research findings and identify trends, patterns, and correlations.
- Transforming research data into actionable insights and recommendations.
Qualifications:
- Bachelor’s degree or above in business administration, research, service design, cognitive science, psychology, anthropology, human computer interaction (HCI), computer science or related fields.
- Experience with customer experience management tools – e.g. Qualtrics or other equivalent platforms.
- Experience with Microsoft Power Point and Excel (can perform complex functions and techniques)
- Exceptional analytical skills on highly complex data with a strong attention to details.
- Ability to work cross-functionally and collaborating with multiple teams.
- Be able to communicate, write and understand both Thai and English.
- Knowledge of or exposure to customer journey map and user experience in digital/ retail products.
- Passionate storytelling skills.
