Global Customer Experience Transformation Lead

TALENT TITANS PTE. LTD.; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

TALENT TITANS PTE. LTD. in Singapore seeks a senior Customer Success Manager to lead a global customer experience transformation. You will simplify journeys, digitise interactions and personalise support across online, self-service and frontline channels to boost efficiency and consistency. This is a full-time, manager-level role.

You will drive end-to-end CX initiatives, design governance, and align cross-functional teams to deliver measurable improvements in satisfaction and business outcomes.

Qualifications

• Bachelor's or Master's degree is required.
• At least 10 years in customer experience or related fields in shipping/logistics or customer-facing industries.
• Hands-on experience transforming customer experience (digital, self-service, journey mapping).
• Lean or Six Sigma Green/Black Belt is a plus.
• Proven record of leading customer-outcome focused transformations.
• Srong analytical, communication and collaboration skills; able to lead through others.
• Proactive, results-driven, with strong process improvement mindset.
• Experience with performance management frameworks.
• Knowledge of shipping services, products, terms and practices.
• Advanced MS Office skills: Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI.
• Fluent in written and spoken English.

Responsibilities

• Manage customer experience performance across the agency network.
• Plan and deliver customer experience training and capability building.
• Shape and run the customer experience transformation roadmap, prioritising digitisation and redesigned journeys.
• Lead digital journey projects like portals, online engagement, digital documents and shipment visibility.
• Identify manual interactions that can move to digital and self-service while keeping frontline support for complex needs.
• Map and document processes, govern them and drive improvements.
• Turn feedback and data into practical improvements.
• Align digital tools, process design and service standards across functions.
• Set success measures and track impact on satisfaction, adoption, efficiency and results.

Skills

Customer Experience

Stakeholder Management

Leadership

Analytical Skills

Communication

Collaboration

Process Improvement

Education

Bachelor's or Master's degree

Tools

Excel/PowerPoint/Word

SharePoint Online

Visio

Power BI

Job description

TALENT TITANS PTE. LTD. in Singapore seeks a senior Customer Success Manager to lead a global customer experience transformation. You will simplify journeys, digitise interactions and personalise support across online, self-service and frontline channels to boost efficiency and consistency. This is a full-time, manager-level role.

You will drive end-to-end CX initiatives, design governance, and align cross-functional teams to deliver measurable improvements in satisfaction and business outcomes.