Customer Experience Manager

AIS

  • Bangkok
  • Permanent
  • Full-time
  • 9 days ago
Become a part of Thailand’s no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.We are looking for potential candidates who are eager to learn and grow to join our young talent team.Job Posting Location BangkokJob Summary Customer Experience Manager
1. CE Governance / CE management / VOC management
2. Product and Service Experience Design
  • Service Design for New / Strategic Services
  • Service Design for Experience Enhancement
  • Customer Handling
  • Communication and Wording
Job DescriptionCustomer Experience Manager
1. CE Governance
  • CE governance; provide consultation to business owners, IT and engineers to enhance customer engagement and to resolve
customer experience gaps/issues
  • CE management dashboard; own CE dashboard to support management decision
  • VOC management; monitor and analyze VOC from all aspects (i.e. network, touchpoints, products & services), to detect/ predict
negative CE to recommend remedial treatment and improvement
2. Product and Service Experience Design
  • Service Design for New / Strategic Services
- Coordinate with Product owner and key stakeholders to clarify requirements, craft out scenarios of customer journeys, design
E2E service design, prepare communication to customer, customer handling and FAQs
  • Service Design for Experience Enhancement
- Collect and study data to fine insights on Customer Paint Point and Top Complaints
- Initiates a new/enhance E2E service design, based on insights and company directions
- Conduct project feasibility and coordinate with related teams for developments
  • Customer Handling
- Reviews E2E Customer Handling from incidents caused by network or products / services, with product own. Plan and prepare
readiness of touch points and communication.
  • Communication and Wording
- Craft out and review key message, communication, and wording to target customers for related touch points e.g. SMS, eBill,
Letter etc.Recruiter Thidarat Kerngfak (ธิดารัตน์ เกิงฝาก)

AIS