Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers? experience and lead to service excellence.

Key Responsibilities:

- Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.

- Gather and analyse data and trends, using findings to inform strategic recommendations.

- Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.

- Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre?s objectives.

- Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.

- Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.

- Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.

- Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.

- Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.

- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery

Requirements:

- Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills with minimum 5 years of relevant experience.

- Deep understanding of human-centered design approach

- Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping

- Able to uphold good working relationship with stakeholders

- Strong Process Improvement Skills

- Knowledge in Customer Centre systems and Customer Requirements

- Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction

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