Assistant Manager - CX Insight & Process Advancement (Customer Experience)

Job Purpose

The Assistant Manager of CX Insight & Process Advancement is responsible for executing and following through on identified CX initiatives and process improvement projects to address customer concerns and enhance overall experience. Must possess strong empathy and analytical skills and be able to implement actionable initiatives (new or revised).

Key Accountabilities

Stakeholder Engagement

• Build and maintain strong relationships with key stakeholders, including internal teams, external partners and customers including customer's next of kin (if deemed necessary for incident management).
• Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.

Solution Design

• Execute the design and development of customer experience solutions, considering both technology and processes.
• Identify opportunities for improvement in customer journeys and develop solutions to enhance the overall customer experience.

Project Management

• Examine the implementation of CX solutions, ensuring that projects are delivered on time and within budget.
• Collaborate with project teams to define project scope, objectives, and deliverables.

Data Analysis

• Utilize data and analytics to identify trends, measure key performance indicators, and make data-driven recommendations for improving customer experiences.
• Monitor and report on the success of CX initiatives, adjusting strategies as needed.

Compliance and Quality Assurance

• Ensure that customer experience solutions comply with relevant regulations and industry standards.
• Perform quality assurance processes to maintain high standards of service.

Qualifications, Skills & Knowledge

• Minimum Bachelor's Degree in marketing, advertising, communications or an equivalent.
• Successful track record in customer experience or customer relationship roles.
• Strategic and analytical thinking skills.
• Ability to understand business objectives and align CX and marketing strategies accordingly.
• Endtoend digital and technology capability spanning product experience design, digital acquisition and optimisation, content and platform management, ecosystem partnerships, and datadriven analytics.