Required to design and develop a Customer Experience (CE) strategy and delivery framework for implementation to ensure enhanced service experience is delivered across DAP LE & SME (Large Enterprise & Small & Medium Enterprise).
Responsible for establishing the evaluation process of the quality of service offered to both internal and external customers, to meet customer requirements and maintain expected levels of service delivery.
Constantly improve enterprise customer experience through process redesign and reduction of complexity.
Resolve enterprise customer issues , establish RCA and develop long term solutions for sustainable customer experience.
Required to direct key touch points with KPI measurements, for both traditional and new business models.
Responsible to establish the Talent Development of new recruits including existing staff to meet customer requirements and maintain exceptional levels of service experience.
Should improve collaboration with other departments, including but not limited to sales and marketing, product development, technology, IT, and operations to drive customer success.
Responsible to design the digital adoption strategy for internal and external tools ensuring future readiness of teams to handle volumes and scale by reviewing the approach.
Establish baseline for customer experiences touchpoints and drive moments of truth; works cross-functionally to align and mobilize stakeholders around one view of the customer experience.
Required to identify continually evolving customer needs, wants and the priorities customers place on them to help the organization continue to win today and stay ahead of the competition.