Top Executives
16 Sep 2020
Job Opportunity : SVP – Customer Experience Delivery (350K)
Position
SVP – Customer Experience Delivery (350K)
Our Client
An International Life Insurance
Location
Bangkok
Report to
C Level
Responsibilities :
- Responsible for CX delivery transformation and implementation at all touchpoints, omni channels, online to offline, from current multiple platforms
- Responsible to work closely with CX, Digital and Tech teams to identify necessary automation and digitalservices to increase customer experience and excellent service performance
- Accountable for automation and digital initiatives as a business owner of CX delivery strategic projects, CRM, engagement platform and etc.
- Gather business requirements and use UAT to provide first tier support after the system implementation
- Take ownership in all service deliveries either inhouse or outsource i.e. process owner of all services,
- responsible for service level agreement, vendor management and coordination with related parties such as
- OIC, legal, risk and compliance for implementation
- Work closely with bank partners, digital partners, agency and all business partners to ensure on excellent
- new services and engagement initiatives and execution.
- Drive and ensure human centered design and customer centricity in all customer service functions
- Accountable for best in class 24/7 services and engagements with customers and prospects.
- Drive and champion service efficiency improvement through service efficiency improvement initiatives such as Lean and Kaizen
Qualifications :
- Impeccable Customer Service focus with outstanding people skills
- Ability to think strategically and tactically within a dynamic, fast-paced, agile organization
- Extremely collaborative and effective in a cross-functional environment
- Proven analytics ability coupled with strong business acumen – demonstrated ability to use data to drive
- business decisions
- Lean/Six Sigma qualification at “Black Belt” or equivalent
- Master degree preferred or 7-10 years equivalent experience
- Ability to create or use tracking and data management tools to communicate related data and show
- improvement in process
- Ability to influence using informal influencing skills
- Must have highly disciplined work habits, intense attention to detail, and highest level of commitment to
- preventing errors and meeting deadlines
- Positive, team-oriented attitude, and professional demeanor
- Strong leadership skills. (including ability to informally influence)
- Strong problem-solving skills and the ability to cope in a stressful and fast pasted environment.
- Trustworthy and respects confidentiality
- Computer proficiency in Microsoft Office
- Excellent English and Thai communication skills
- Highly organized, with the ability to manage priorities and coordinate multiple projects simultaneously.
- Experience with end to end process mapping / value stream mapping