Senior Executive/Executive, Customer Experience

NTUC Club; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

NTUC Club is seeking a dynamic Customer Experience Executive to enhance customer satisfaction across various touchpoints. The role involves conducting user surveys, managing projects related to customer interactions, and developing actionable insights. Ideal candidates will possess analytical skills and relevant experience in customer service or user experience.

Qualifications

• At least 3 years of work experience in customer service, experience or user experience preferred.
• Familiarity with CRM programmes and data analytics.
• Strong analytical, conceptualization and problem-solving skills.

Responsibilities

• Plan, conduct and facilitate stakeholder discussions and user surveys.
• Create user stories, personas and journey maps.
• Support the administration and new feature roll out of Salesforce's service console.

Skills

Analytical skills

Problem-solving skills

Customer service skills

Design thinking

Education

Degree in Business, Marketing or equivalent

Tools

Salesforce

Job description

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