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Team Lead, Customer Experience

Closing: Feb 3, 2022

10 days remaining

Published: Dec 21, 2021 (2 months ago)

Job Requirements

Education:

Bachelor's degree

Work experience:

7 years

Language skills:

English

Job Summary

Contract Type:

Full time

Job Summary

  • The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.

Minimum Qualifications

  • B.Sc in any related field.
  • 5-7 years’ experience as a Team Lead, Customer Experience Unit
  • Preferably candidates from financial institution (mandatory)
  • Familiarity with CRM systems and practices
  • Good communication and written skills


Responsibilities

Job Summary

  • The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.

Minimum Qualifications

  • B.Sc in any related field.
  • 5-7 years’ experience as a Team Lead, Customer Experience Unit
  • Preferably candidates from financial institution (mandatory)
  • Familiarity with CRM systems and practices
  • Good communication and written skills



Responsibilities


Scripting and Content Management:


  • Develop and manage a platform message library.
  • Review communication contents before release to customers.

Design of Customer Engagement Materials and Newsletter:

  • Publishing Customer Success Stories.
  • Endless Possibilities: Information on new CX initiatives or possibilities in the Industry.
  • Information on new CX initiatives or service changes implemented in response to customer needs, suggestions, complaints, feedback, or request.)
  • Deploy personalized campaign materials targeted at recovering and retaining customers as well as increasing customer’s repeat business.

Celebration of customer milestones, birthdays, and anniversaries:

  • Collect, validate, and analyze customer data to identify customers with milestone birthdays and anniversaries with the bank.
  • Design and send greeting cards via available channels (e-mail, in-App, etc) to mark customer’s special day.
  • Procure gift items/rewards packages to celebrate a select base of priority / V.I.P customers.

Internal Engagements / Learning sessions:

  • Spotlight (Case studies on real-life service situation, service failures or excellent service cases; halo moments/ failed service alerts; and experiences from peer banks/ organizations)
  • Develop and manage a CX platform to analyze service cases with learning points and questions, concerns and feedback.
  • CX Reels: Communicating expectations and what CX is all about using Youtube reels
  • Creating the W.O.W. Experience series: CX Video Scripting and Production.


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