Senior Executive/Executive, Customer Experience

NTUC Club; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An organization in customer service seeks a Senior Executive/Executive to enhance customer experiences through data analysis and service design. The role involves conducting user research, project management, and supporting digital transformation initiatives. Candidates should have a degree in Business or Marketing, with at least 3 years of relevant experience. Familiarity with tools like Salesforce and analytical skills are crucial for success in this position.

Qualifications

• At least 3 years of work experience, preferably in customer experience or user experience.
• Skillful in Design Thinking and familiar with CRM systems.
• Strong analytical, conceptualization, and problem-solving skills.

Responsibilities

• Plan and conduct stakeholder discussions and workshops.
• Maintain and create customer journey maps/service blueprints.
• Analyze customer feedback and build dashboards and reports.

Skills

Customer insight

Experience design

Service delivery

Analytical skills

Design Thinking

Education

Degree in Business, Marketing or equivalent

Tools

Salesforce

Tableau

Power BI

Job description

Senior Executive/ Executive, Customer Experience

We are seeking a proactive and customer-focused Senior Executive/Executive to join our Customer Experience team.

In this role, you will shape and enhance both digital and physical touchpoints by uncovering customer needs, mapping and improving journeys, and translating insights into solutions. You will support digital adoption projects, user testing and feedback management while leveraging data and analytics to drive Customer Experience.

This role is ideal for someone who thrives at the intersection of customer insight, experience design and service delivery and is passionate about building seamless, loyalty-driven experiences.

Job Description

• Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews to uncover customers needs and pain points. Translate findings that will guide digital and phygital experience design into actionable recommendations.
• Maintain, review and create new customer journey maps/service blueprints to enhance corporate clients' and their digital experiences.
• Analyze customer feedback, monthly corporate reporting. Build dashboards and reports that surface actionable insight.
• Project management of digital adoption projects.
• Support user testing and portal experience.
• Conduct mystery shopping of current offerings.
• Service delivery support.
• Support the feedback management process.
• Support the administration and new feature roll-out of Salesforce's survey and service console.

Requirements

• Degree in Business, Marketing or equivalent.
• At least 3 years of work experience, preferably in customer experience or user experience, or with exposure to digital initiatives.
• Skillful in Design Thinking.
• Familiar with CRM systems, databases, and analytics tools (e.g. Salesforce, Tableau, Power BI).
• Strong analytical, conceptualization, and problem‑solving skills.
• Excellent PowerPoint, visual presentation, and facilitation skills.