Vp, Digital Customer Experience
4 weeks ago
Expereince in Digital Customer Roles.
Strong in banking business acumen.
Well communication in both Thai & English.
**Position**: VP, Digital Customer Experience (TMRW Digital).
Job Responsibilities.
Strategy & Planning.
Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
Analyse potential benefits of such initiatives, e.g., revenue increasing or cost savings or reduced attrition.
Understand business issues and customer pain points and translate to episodes which can be prioritized for re-design.
Ability to utilize digital platforms or digitization to lift customer experience.
Understand the implications and impact of regulatory/ compliance framework, technology platforms, market eco systems etc on the initiatives.
Episodes Design and Project Management.
Customer journey maps, experience maps and service blue prints as tools for redesigning episodes to get an end-to-end, holistic and multi-parties view.
Continuously reviewing customer journey and design business process to enhance in-App customer experience.
Ability to work around hurdles and obstacles.
Manage and involve different stakeholders to deliver the outcome.
Monitoring of project deadlines and schedules.
Educating and communicating front-line colleagues about In-app new features, functions, process to enable readiness to service customers.
Customer Experience Metrics.
Own end-to-end customer experience advocacy key metrics including Net Promoter Score from Onboarding, Relationship, and Servicing.
Manage NPS survey from questionnaire design, survey lead preparation, sending survey, analyse survey response and get insights for product and service improvement with ultimate goal to lift NPS.
Develop and execute key initiatives and campaigns to drive digital enabled, active, and engaged as aligned with the business direction and KPI.
Understand customer persona/insights and design key communication message and good campaign s customer journey.
Manage content strategy and execution plan via Smart Insights and Marketing Cards to drive digital usage and sales conversion through UOB TMRW app with relevant offers and features according to their products holding and behaviors.
Work with key stakeholders for campaign target, offering, mechanic, marketing message/materials and plan, etc.
Ensure accuracy of campaign mechanics and communication before launching.
Track campaign results against plan to achieve target.
Measure engagement metrics of campaign effectiveness and efficiency by analyzing of insights for future opportunities by summarizing lesson learn and campaign results in dashboard and presentation.
Leverage marketing technology and digital tools to execute, fulfill, track and analyze campaigns.
8-10 years of related experience in customer experience, process improvement, and project management in the financial industry or other fields that touch with customers services.
Good knowledge or experience in Customer Segments such as understanding target customer needs, unmet needs, pain points and behaviors.
Experience in customer journey designs and business process designs.
Possess customer-centric mindset.
Must demonstrate strong analytical, problem solving, communication and creative skills.
Background in understanding retail banking processes for Credit Card, Personal Loan, Wealth, Deposits.
**Job skills required**: Project Management, English, Thai, Research, Compliance
**Job skills preferred**: Management, Problem Solving
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