SENIOR EXECUTIVE, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION

The Senior Executive of XD plays a key role in supporting the Deputy Manager in designing, implementing, and monitoring end-to-end customer journey initiatives.

This role focuses on experience enhancement, customer engagement, service program development, and cross-functional collaboration to ensure consistent, inclusive, and high-quality customer experiences across all touchpoints 

JOB DESCRIPTION

1. Experience Enhancements & Journey Design

• Support end-to-end (E2E) customer journey initiatives, including planning, execution, and ongoing improvements.

• Conduct touchpoint and service gap analysis to identify opportunities for experience enhancements.

• Assist in designing and enhancing processes to incorporate diversity and inclusivity elements, such as multilingual support, signage improvements, and accessible service design.

• Coordinate customer experience analysis and support the development of actionable improvement plans.

• Contribute to outbound communication strategies and experience mapping initiatives.

2. Advanced Customer Service Programs

• Assist in the development and implementation of high-level service recovery modules and service design content.

• Support targeted customer care initiatives for specific groups, including consultants, management, and outsourced partners.

• Contribute to the planning and execution of customer service programs covering BIM, multilingual support, and enhanced visibility initiatives.

• Monitor and evaluate program effectiveness, preparing insights and reports for management review.

3. Group Customer Engagement & Assessment

• Support the implementation of group customer and CCX engagement initiatives, including planning and coordination activities.

• Assist in handling Google Reviews, and Customer Experience (CX) Day activities, ensuring timely coordination and follow-up.

• Coordinate and support group meetings, workshops, and engagement sessions with internal and external stakeholders.

4. Collaboration & Support

• Work closely with internal teams and external partners to ensure seamless execution of experience design initiatives.

• Provide operational and administrative support to the Deputy Manager (Experience Design) including documentation, reporting, and project coordination.

• Support continuous improvement efforts by gathering customer insights and translating them into actionable recommendations

JOB REQUIREMENT

Qualifications:

• Bachelor’s degree in any related field.

• Professional certificate in PR and Customer Service are added advantage

Experience:

• Minimum 3 year of experience in relevant field

• Experience in service providers industry, hotelier or healthcare

• Exceptional people skill and excellent communication skill.

• Strong Excel and PowerPoint skills

Key Competencies:

• Strong analytical skills with the ability to interpret customer data and
  experience insights.

• Excellent communication and stakeholder management skills.

• Good coordination and project management capabilities.

• Knowledge of service recovery frameworks, CX metrics, and social
  media monitoring tools is an advantage.

• High attention to detail, proactive mindset, and ability to work in a fast-paced environment