Senior CX Strategy Lead — Global Experience

Klook Travel Technology Limited; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading travel and experiences platform in Singapore is seeking a Senior Manager for Customer Experience Strategy. The ideal candidate will have 8-10 years of experience in customer or user experience with a strong strategic mindset. Responsibilities include developing a comprehensive customer experience framework, cross-functional collaboration, and advocating for customer needs. Fluency in English is essential, and familiarity with e-commerce or travel is preferred.

Qualifications

• 8-10 years of experience in Customer Experience, User Experience, or related field.
• Exceptional stakeholder management and interpersonal skills.
• Confident, self-motivated, and goal-oriented.
• Ability to work in a fast-paced, culturally diverse environment.

Responsibilities

• Formulate and own the end-to-end customer experience strategy.
• Partner with teams across the organization to identify CX gaps.
• Act as the primary advocate for the customer's needs.
• Manage and communicate with a wide range of stakeholders.
• Lead a team of project managers to ensure project success.
• Utilize data and insights to inform strategic decisions.

Skills

Strategic & Critical Thinking

Collaboration & Communication

Customer-First Mindset

E-commerce or OTA Experience

Fluency in English

Job description

A leading travel and experiences platform in Singapore is seeking a Senior Manager for Customer Experience Strategy. The ideal candidate will have 8-10 years of experience in customer or user experience with a strong strategic mindset. Responsibilities include developing a comprehensive customer experience framework, cross-functional collaboration, and advocating for customer needs. Fluency in English is essential, and familiarity with e-commerce or travel is preferred.