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Assistant Manager/Manager, Customer Experience Design

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Date: 11-May-2022

Location: StarHub Green

Company: StarHub Ltd

Job Purpose

Responsible for employing quantitative and qualitative insights in the design of “as is” and “to be” customer experience journeys using collaborative methods of “design thinking” for problem-solving and innovation.
 
Responsibilities 

  • Design and evaluate the customer journey experience to support the needs of the business, customers.
  • Define scope, goals and deliverables of the digital customer journey program in collaboration with senior stakeholders and report on the effectiveness of each completed program / design
  • Apply quantitative and qualitative research methods and analysis to report on the effectiveness of each completed program/ design to produce insights and recommendations for future improvement
  • Work closely with the Senior Manager to develop strategic directions to meet program objectives
  • Identify potential gaps and devise improvement plans to address customer pain points
  • Administer workshops for the ideation and development of new programs for existing and future strategies
  • Ascertain alignment of information across channels
  • Responsible for special projects and future experience 

Requirements

  • Degree in Communications / Management / Marketing related field with at least 5 years of work experience in customer services or customer communications
  • Candidate with work experience in or driving of customer experience initiatives or work experience in telco industry would have an advantage
  • Familiarity with design innovation principles and process is a plus
  • Good customer communication management and project management skills
  • Strategic leader with business acumen, adaptable and resourceful 

 

*We regret that only shortlisted candidates will be notified.