Senior Executive/Executive, Customer Experience

apartmentNTUC Club placePasir Ris descriptionTemporary calendar_month21/6/25

We are seeking a dynamic and detailed-oriented Customer Experience (Senior Executive/Executive) to join our team. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving loyalty and ensuring positive experience across our customer touchpoints.

Job Description

Customer Experience and Assessment

Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews
Create user stories, personas and storyboards
Maintain, review and create new customer journey maps to enhance corporate clients' and their digital experiences
Translate all findings and goals into actionable recommendations
Monthly Data Reporting and Analysis of Survey Results
Project Management of Chatbot
Supporting in User Testing and Portal Experience
Conduct Mystery Shopping of current offerings

Service Delivery

Supporting in the Feedback Management Process
Supporting in the administration and new feature roll out of Salesforce's survey and service console

Qualifications, Preferred Knowledge and Skills, and Other Requirements

Degree in Business, Marketing or equivalent
At least 3 years of work experience, preferably in customer service, customer experience or user experience
Design thinking and customer service skills will be an advantage
Familiar with CRM programmes and data analytics such as Salesforce.
Strong analytical, conceptualisation and problem-solving skills
Excellent PowerPoint, visual presentation and facilitation skills

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