Head of Customer Experience Management (40001411)

## Job Purpose The job holder towards uniformity in principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, while ensuring that touchpoint/customer interaction management departments apply the principles appropriately and effectively. ## Key Accountabilities (1) 1. Build bank-wide customer experience governance policy/framework & measurement, analysis: - Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX). - Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible. - Define measurement system to measure CX metrics for bank-wide and BUs. - Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level. 2. Manage customer experience on social media: - Assure/Govern the social playbook; governance and ownership of followers growth. - Listen and handle social media. - Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division. ## Key Accountabilities (2) PEOPLE MANAGEMENT - Oversee human resources planning and execution (headcount & costs) of their function - Attract, onboard and retain the right talents for a high- performing team - Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line - Manage function performance & provide feedback regularly (following the annual performance management cycle); - Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc. - Motivate and recognize team members’ contributions towards the team’s shared goals - Identify and monitor personal, professional development and career advancement of talents in the function - Act as a role model and promote corporate culture at function level - Understand & communicate relevant HR offerings to team members. ## Key Accountabilities (3) 1. Build an effective working environment: - Interact to support colleagues in the same department, update information and aim for long-term cohesion. - Comply with established working regulations and organizational culture. 2. Actively improve capacity and develop yourself: - Implement the plan to improve personal capacity as agreed with the management. - Actively discuss with management about personal development aspirations to agree on a roadmap. Other duties as assigned by Chief Marketing Officer. ## Success Profile - Qualification and Experiences Qualifications: - University or higher Work Experience: - Minimum 14 years professional experience - At least 10 years in management position Foreign Language: - English, level 4 (TOEIC minimum 700) Working location: Hanoi