Customer Experience Specialist

The role has 2 major responsibilities
• Manage research projects and provide analytical insights to support across businesses including:
o Deliver end-to-end customer research studies including study design, fieldwork (qualitative research moderation and survey execution), analysis, and recommendations.
o Collaborate cross-functionally with peers/colleagues, and other research teams in VinID, to align on methodologies, insights, consolidate research results and prioritize change needed to our customer experience.
o Defining and executing a short and long-term research roadmap
o Working backwards from customer needs to identify improvement and innovation areas that can drive impactful customer experience enhancements, across VinID businesses.
o Build and manage relationships with research agencies, part-time contracted interviewers.
o Translate Voice of Customer efforts into actionable insights, to develop product, communications and operations and feedback loops across the organization.
o Focus on Developing and Managing Multiple Customer Journeys:
 Develop customer profiles and journey maps.
 Identify customer issues, pain points, and competitive trends.
 Provide inputs for communication and campaign, service strategy throughout customer journeys.
 Defining the P&L and customer metrics for the journeys and goals to improve the journey. Develop a dashboard for the journey based on these metrics
• Manage the Customer Experience Measurement program
o Directly responsible to create a strategy and plan to how we measure customer experience in our organization including the execution of new metrics into the scorecards of the organization
o Work collaboratively & constructively with other unit teams (Products, BI, Customer Service, and Marketing). Drive alignment with internal stakeholders around delivering the absolute customer satisfaction.

• Proficient in both quantitative and qualitative research methodology and techniques.
• Possess a strong analytical skills with a keen interest in identifying opportunities.
• Having customer-centric mindset and showing deep empathy to customer.
• Ability to use SPSS or any other statistic software
• Passionate about delivering an outstanding customer experience
• Excellent listening, writing and oral communication skills
• Analytical, fact-driven, proactive, entrepreneurial, team player
• Proficient with design thinking and journey mapping
• Organized and extremely detail-oriented
• Able to influence and drive change

- - Lương tháng 13, số ngày nghỉ phép năm, thưởng theo quy định của công ty
- - Đặc biệt được hưởng ưu đãi khi sử dụng các hệ thống dịch vụ cao cấp của Tập đoàn Vingroup

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