Associate Director, Customer Service Centre & Customer Experience

Main Duties & Responsibilities:

Customer Service Centre (CSC)

• Responsible for overall performance of customer service center operations and deliver on service levels (SLAs) and key performance indicators (KPIs)
• Strengthen CSC digital service mindset and drive end-to-end digital services for customer
• Implement monitoring systems and tools to track process performance, identify bottlenecks or inefficiencies, and report on performance to relevant stakeholders
• Maintain consistent level of CSC performance, manage and control potential service risks across all touchpoints and strengthen management and quality control
• To enhance customer experience, use data insight for analytics and improve customer service delivery and working with workstream to motivate and drive results as expected
• Coach and inspires CSC team to further develop and reduce gaps in CSR capabilities
• Ensure team members to deliver the best services to customer with the right procedures in place
• Communication and take prompt action to resolve the issue and support channels and customers

Customer Experience (CX)

• Analyze customer feedback from various customer journeys/ sub-journeys (e.g., Buy, Policy Owner Service, Claims, Contact Center, Payment, etc.) to identify trends and areas for improvement
• Develop and implement data driven CX strategies to improve customer satisfaction CSAT, Customer Effort Scores (CES), and Net Promoter Score (NPS)
• Collaborate with cross-functional teams (Operations, Marketing, Agency, Tech) to ensure a seamless customer experience across all journeys/ sub-journeys
• Stay up to date on industry best practices and emerging trends in CX on performance to relevant stakeholders.
• Ensure compliance with all relevant regulations and policies

Qualifications:

• Bachelor's / Master’s degree in Business Administration, Marketing, or a related field
• Minimum 7-10 years of experience in customer experience research or strategy, with proven record of experience in Customer Service function lead
• Proven experience with customer journey mapping and experience design
• Strong analytical skills and experience with data analysis tools
• Excellent communication, interpersonal, and presentation skills
• Ability to lead, interact with all levels of business
• Ability to present ideas and adapt in response to changing requirements.
• Ability to manage external vendor performance to achieve strategic business goals, and to implement the designed solutions, improvements
• Ability to manage multiple tasks, meet deadlines & goals, and Prioritize effectively
• Sound understanding of digital technology and the latest digital trends
• Proficient command of both English and Thai language
• Ability to work effectively in high pressured environment