Expert, Customer Experience Management (40000574)

## Job Purpose The job holder contribute to the consistency of principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, or ensure that touchpoint/customer interaction management departments apply Use the principles appropriately and effectively according to the unified mission of the Senior Director of Customer Experience Management. ## Key Accountabilities (1) A. DEPARTMENT MISSIONS 1. Design and build a customer experience framework: - Build a whole-row customer experience framework, including principles of effective customer experience design, implementation, and management. Research the facts, theories and methodologies of customer experience. + Study the current state of the organization to determine appropriate practical standards principles. + Design management principles, effective measurement standards for customer experience. - Communicate training on frameworks, mechanisms and guidelines for internal MKT and related Divisions. + Develop goals and plans, training/communication objects. + Provide necessary content on training/communication materials, appropriate training/communication methods through consulting and guidance of TCB LnD/Comms. + Coordinate with LnD/Comms, checking and evaluating training/communication effectiveness. - Research and propose to adjust (if necessary) the customer experience framework according to actual implementation. + Measure performance and monitor trends in the experience in the market to suggest improvements. + Coordinate with experience management to exploit customer feedback measurement reports to propose improvements to the experience framework from time to time. - Participate and coordinate with the Divisions to understand the needs and develop customer marketing experience standards, in accordance with business processes. + Build a focal point (partner) with departments in charge of touchpoints with customers to find out what customers want and need about the experience. ## Key Accountabilities (2) 2. Implement mechanism to ensure customer experience enhancement activities - Collaborate in building customer experience framework. - Implement an operating mechanism/coordinating with specialized units to monitor and evaluate the implementation of the customer experience framework: + Presiding over the assessment and monitoring of service quality compliance and ensuring brand identity at the branch channel to help the branch promptly develop an adjustment plan, ensuring customer experience. + Monitor compliance with the principles of communication and marketing to customers through channels. - Collaborate with Business Process Divisions to monitor, evaluate, report results and take action to improve customer experience according to the customer experience framework. - Coordinate implementation of brand/digital marketing/TO...to enhance customer experience. - Manage the experience of brand image present on online and offline channels (images of Head Office and branches, outdoor advertising - OOH). 3. Collecting information, effectively analyzing customer experience - Deploy to collect information and indicators to measure the effectiveness of customer experience to analyze, evaluate, and coordinate with relevant departments to propose solutions, update progress and report periodically. + Collaborate to build database platform, compile measurement and analysis reports to help build a master plan to improve customer experience. + Coordinate tracking, evaluation, and reporting activities that increase customer experience across channels. ## Key Accountabilities (3) B. Other Responsibilities Other duties as assigned by Head of Customer Experience Administration. ## Key Relationships - Direct Manager Head of Customer Experience Management; Senior Manager, Customer Experience Management ## Key Relationships - Direct Reports ## Key Relationships - Internal Stakeholders DepartMarketing and all functional units in the bank: mainly with Business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations divisions.ments in the Division, departments in TCB, Assistant of other divisions / departments. ## Key Relationships - External Stakeholders Service delivery partners. ## Success Profile - Qualification and Experiences Qualifications - University or higher Work Experience - Minimum 7 years professional experience Foreign Language - English, level 3 (TOEIC > 650)