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