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.