To assist Head of CX in the execution implementation of CX Journey, strategy and related projects and align with GCEM s vision, strategy and strategic promise on customer experience
The role includes: M25+ Customer Journey Mapping Redesigning Branch Operating model VOC Program Market intelligence and benchmarking to ensure benefits are realized and sustained CX Assessment as part of product/service development
Job Responsibilities
Drives and manages key CX related initiatives by regular engagement eg, conducting customer journey mapping workshops with all branches, products and services In-depth analysis of customer s end-to-end journey Ensures results from the journey mappings are put into actions and implemented by relevant stakeholders to improve journey outcomes Follows up on all action plans to ensure that they are implemented successfully Coordinates with related units to draw up CX Journeys for existing systems, products, procedures and processes Conducts regular benchmarking activities (eg visits competitors branches, focus groups and/or in-depth interviews with internal/external participant)
Shares knowledge and identifies best practices among home markets to the Group for localized implementation
Prepares initiatives updates in weekly/Bi-weekly meeting Introduces CX assessment checklist for product and service development Identifies internal areas for assessment (customer onboarding RCMS user profile) Designs to ensure LOB s CX initiative adherence to the 7 Customer Engagement Standards of Maybank, which emphasizes the anticipation of our customers needs and delivers a cohesive experience across channels In collaboration with relevant stakeholders and department, Ensures customer experience is optimized at all touch points as guided by the CX Rules of Engagement Redesigns customer journey and operating model at branches) in alignment with a Digital Operating Model Works closely with CX manager and Head to Adopt and implementation of VOC Platform leveraging on Regional expertise to 3 prioritized segments: PW, SME and Digital Banking Continuously tracks the Moments of Truth and key CX KPIs Roll out External Customer Engagement Survey (ECES) to be conducted by external vendor Conduct Internal Customer Engagement Survey (ICES) annually staff engagement
Job Requirements
Minimum 3 years working experience Work experience-related to customer services/customer experience or equivalent
Discipline: Human Centered Design/ Service Quality/ UIUX/ Relationship Management/Customer Service Delivery or other related field
Experience with qualitative research Minimum Bachelor Degree in Banking/Business/Management or other relevant degree
Passionate about being part of building connection for customer centricity culture
An organized doer with an exceptional ability to multitask someone who will take initiative to make things happen
AÂ team player and stakeholder management who can collaborate with cross-functional teams within the organization
Ability to manage complex projects, manage and prioritize multiple deliverables, and deliver results in a fast-paced deadline-oriented environment
A warm and approachable person, have a knack for making people feel instantly comfortable An understanding of design thinking principles, and human-centered methodologies is preferred
A person with growth mindset and curious and eager to learn and apply the new learnings
