Customer Experience Lead – (Kuala Lumpur, Malaysia)

Customer Experience Lead – (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are looking to hire a Customer Experience Lead to manage the CX function within the Customer Operations department. This will mean setting up the structure, standards, platforms, and performance expectations of the function to drive continuous improvement of our client’s processes, policies, and tools. The CX Lead will drive proactive improvement in a variety of CX metrics, such as contact rate, CSAT, FCR, and resolution time.

The successful candidate will have an in-depth knowledge of the methodologies used in analysing customer feedback as well as the ability to design and drive improvements through cross-functional programs.

Projects should be delivered within the required scope, timeline, and budget. The CX Lead will also have extensive global stakeholder reach. The Lead will be expected to hire, manage, and develop junior members of the team. The CX Lead will report to the Lead of Central Customer Services in Customer & IB Operations.

Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Improve efficiency (reduction in cost per ticket or cost per hour)

• Reduce contact rate (defects per active user)

• Customer retention (Improve overall %)

• Duration of customer resolution time (net total time reduction)

Responsibilities

• Design, analyse, and create actionable insights from customer feedback

• Help the Customer Support organization understand our customer needs and identify pain points

• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to understand core issues through observation, facts and data

• Define a roadmap and drive cross-functional projects to improve the customer experience and key metrics, such as customer satisfaction, defect/ contact rate, and quality

• Approach the customer journey obstacles in a methodical manner in collaboration with other relevant teams to ensure continuous progress

• Audit accounts, study customer escalations and develop a deeper understanding of customer concerns

• Partner with customer support and business teams to resolve upstream issues that impact customer experience

• Build strong relationships with internal stakeholders around the organization to understand and recommend CX related priorities

• Introduce industry best practices and keep up-to-date about related trends

• Create appropriate tools (e.g. project reports, dashboards) to measure the progress against the goals and update stakeholders

• Build the team by designing, hiring, retaining, and developing the talent needed in the CX team

• Use and continually develop leadership skills and improve the skills and performance of the project managers within the team

Qualifications 

• 8+ years of relevant work experience in improving CX through program management, customer research and analytics, and/or customer experience

• Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for large global/ regional teams

• Bachelor’s Degree or MBA in the appropriate field of study or equivalent work experience