Customer Experience Manager - Digital Bank
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 140 lượt xem
Ngày cập nhật: 05/02/2020
Thông Tin Tuyển Dụng
Hình thức làm việc: Toàn thời gian
Chức vụ: Trưởng nhóm
Ngành nghề: Dịch vụ khách hàng, Ngân hàng/ Tài chính
Mô tả công việc
- Oversees and plays an integral part in the development and implementation of CX strategy and plans, ensuring all areas of the business from product proposition development, digital and channel services, sales and marketing, branding and communications, customer communications and contact points, claims and operations are interrelated and integrated to relay one seamless CX
- Champions the Voice of Customer (VOC) program and feedback is collected, analyzed and disseminated into the business for consideration / execution and delivery
- Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and efficiency, vision and principles and uplift CX and Customer Loyalty
- Designs and develops best in class digital customer experiences across all technology-driven interfaces
- Manages all user experience, working with Product and IT to ensure simplicity of all front-end design, and that the customer is at the heart of all design
- Manages customer communication touch-points including but not limited to service & customer information emails, app communications, chatbot & live-chat
- Manages the Service Call Center, ensuring customer service levels are kept above industry benchmarks. Further, the role ensures the right protocols/procedures for front-line facing employees to enhance the customer experience
- Champions the Voice of Customer (VOC) program and feedback is collected, analyzed and disseminated into the business for consideration / execution and delivery
- Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and efficiency, vision and principles and uplift CX and Customer Loyalty
- Designs and develops best in class digital customer experiences across all technology-driven interfaces
- Manages all user experience, working with Product and IT to ensure simplicity of all front-end design, and that the customer is at the heart of all design
- Manages customer communication touch-points including but not limited to service & customer information emails, app communications, chatbot & live-chat
- Manages the Service Call Center, ensuring customer service levels are kept above industry benchmarks. Further, the role ensures the right protocols/procedures for front-line facing employees to enhance the customer experience
Yêu cầu ứng viên
- Proven experience in transforming customer operations and services, leading to measurable improvement in the end-to-end customer experience, preferably along with a reduction in related expenses
- Experience managing Voice of Customer Programs
- Ability to oversee the development and initial implementation of UX opportunities that meet the growth objectives of the business
- Ability to manage performance data, analyze and report results e.g. NPS, CXI and recommends/takes corrective actions to ensure the achievement of mission and CX objectives
- Experience managing Voice of Customer Programs
- Ability to oversee the development and initial implementation of UX opportunities that meet the growth objectives of the business
- Ability to manage performance data, analyze and report results e.g. NPS, CXI and recommends/takes corrective actions to ensure the achievement of mission and CX objectives
Quyền lợi được hưởng
- 13th month salary
- 15 - 20 days
- KPI Bonus
- 15 - 20 days
- KPI Bonus
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty

FE Credit
REE Tower, 9 Doan Van Bo, District 4, Ho Chi Minh City
REE Tower, 9 Doan Van Bo, District 4, Ho Chi Minh City
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an independent company with the Brand FE CREDIT. Since then, we continuously have been enlarging and taking the leadership of consumer finance market in Vietnam. Our success is built on ...Chi tiết
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an independent company with the Brand FE CREDIT. Since then, we continuously have been enlarging and taking the leadership of consumer finance market in Vietnam. Our success is built on serving the best sake of our customers; we are keen on designing new products with add-on values to customers with our philosophy of Fast and Easy. We have long nourished the determination to professionalise our operations. We embrace a strong organisational culture with a shared aspiration and values which allows us to act as a united and focused company. FOCUS – UNITY – SIMPLICITY – OWNERSHIP See yourselves in a new light In essence of joining our company, you will be given the scope to seize every opportunity and helped to acquire specific competencies you’ll need to succeed either you wish to go wide or go deep. Our company prides ourselves on our underpinned principle of nurturing people in not only HR policies but also in our culture. We value innovations and we need people to work on initiatives and carry on our business vision of operating excellence and market leadership. Alongside with these, we believe our staff members deserve a good working condition, so that in addition to social health insurance you will be accessible to health and accident insurance and will be eligible to join in team building every year. We also value your efforts; for this reason, we give you both financial and non-financial rewards such as: KPI bonus, Best Initiatives, Best performer or Best manager of the year, etc. COMPANY'S BENEFITS Financial support: - Probation with full salary - Lunch allowance - Wedding support - Family funeral support - 13th month salary + KPIs bonus - Performance rewards and awards Insurance: - Accident insurance - Health insurance Events and activities: - Christmas - Year End party - Team Building - Family Day - Sport Day Ẩn chi tiết
Bạn đang xem tin việc làm Customer Experience Manager - Digital Bank trong ngành được tuyển dụng tại bởi FE Credit. FE Credit đang cần tuyển 0 người nhân sự với hình thức làm việc: Toàn thời gian cố định. Yêu cầu kinh nghiệm Không yêu cầu. Website tìm việc làm timviec24h.vn cập nhật tin Customer Experience Manager - Digital Bank cách đây lúc 02/04/2020 00:00:00. Người tìm việc lưu ý không nên đặt tiền cọc khi xin việc . Chúng tôi luôn cố gắng đưa tin tức tuyển dụng nhanh và chính xác nhất cho bạn.
FE Credit
Địa chỉ: REE Tower, 9 Doan Van Bo, District 4, Ho Chi Minh City
Quy mô: Hơn 10000 nhân viên