Deskripsi Pekerjaan
Are you a visionary leader with a passion for designing seamless customer journeys? Our organization is seeking a Customer Experience (CX) Planning & Engineering Specialist to drive service excellence across the APAC region. In this pivotal role, you will bridge the gap between strategic planning and technical implementation, ensuring our CX frameworks are not only customer-centric but also scalable and technologically advanced.
You will be responsible for analyzing customer touchpoints, architecting service delivery models, and collaborating with cross-functional teams to integrate innovative solutions that elevate our brand presence. The ideal candidate will thrive in a fast-paced environment, possess strong analytical prowess, and have a proven track record of optimizing CX ecosystems to drive retention and satisfaction across diverse markets.
Tanggung Jawab
- Develop and execute comprehensive CX strategies tailored to APAC market requirements.
- Engineer, document, and optimize end-to-end customer journey maps to identify friction points and opportunities for improvement.
- Lead cross-functional workshops to align service delivery standards with organizational business objectives.
- Implement data-driven insights to refine self-service tools, AI-chatbots, and omnichannel support systems.
- Establish KPIs and performance metrics to measure CX success, providing actionable reporting to senior management.
- Collaborate with IT and product teams to integrate feedback loops directly into the engineering development cycle.
- Drive continuous improvement initiatives to enhance service automation and operational efficiency.
Kualifikasi
- Bachelor’s degree in Business Administration, Information Technology, Marketing, or a related field.
- Minimum 3-5 years of experience in CX design, service engineering, or operations management.
- Deep understanding of the APAC business landscape and regional customer behavior trends.
- Proficiency in CX analytics platforms (e.g., Qualtrics, Medallia) and CRM tools (e.g., Salesforce, Zendesk).
- Strong project management skills with the ability to lead complex, multi-stakeholder initiatives.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels.
- Experience in process mapping and design thinking methodologies.