Snr Srvc Designer, Cx Strategy

DescriptionPrimary Objective:Continuously capture Voices of Customers and Voices of Employees to gain a complete view of customer experienceMeasure, monitor and report customer satisfaction and engagement levels to continuously improve our operations and remain competitiveGain deeper insights through analysis of data from multiple sources to uncover and recommend strategic solutions to drive Group-wide improvements in CXEnsure designing of our products, services and the way we operate are dictated by what is best for our customersSupport the Service Excellence Council strategiesKey Responsibilities:Conduct 360 VOC to understand CX journeys and service moments of truth across multiple journeysPerform ethnographic research to understand customer gain points and pain pointsResponsible for collating data, interviews customers, and conducting research to support design and enhancements to journeyOwn and drive (through engagement with stakeholders) customer related surveys to gather customer and general banking insights to formulate CX strategyPossess design-thinking skills to develop a structured framework for understanding customers and co-design desired solution and experience RequirementsRequirements: Bachelor Degree - .Min 5 years in customer experienceMin 10 years in Banking or Service Industry Specific:Understand CX journeys and service moments of truth across multiple journeysStrong excel and analytical skills - able to synthesise large volumes of data to derive customer insights and prepare reports to managementAble to perform ethnographic research to understand customer pain points and creative problem-solving Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squadPossess basic product and services knowledgeGeneral:Strong interpersonal skills and ability to work with internal and external people.Solid change management skills & problem solvingGood planning, organizing and co-ordination skills.Basic computer literacy (MS Word, PowerPoint, Excel Internet, Outlook) is a must.BenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards