Customer Experience
6 days ago
Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.
Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged
Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
Ensuring the Customer Experience strategies are aligned to the larger marketing and business goals and outcomes
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
Education Background min Diploma (Math, Science, IT/Information System, Economy, Communication)
Experienced in the same field min. 1 years
Experienced in SaaS Company
Understand qualitative or quantitative research
Interested with data such as analytics, survey, understand about customer mapping journey
Good listening skill and empathy
Good in project management and collaboration with various functional stakeholder
Have an agility, flexibility and good speed (fast response)
Able to easily read and interpret the data analytics (data management)
**Benefit**:
Competitive Salary
Attractive incentive & Bonuses
Free Lunch
Professional Development (Training, Coaching)
**Weelfare**: BPJS (Ketenagakerjaan & Kesehatan)
Office Hour 08.30-16.30 (Mon-Fri)
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