Customer Experience Lead, Singapore

Description -

Job Summary
• This role is responsible for defining customer experience requirements across touchpoints, leading voice of customer programs, and designing customized customer experiences. The role applies customer experience design methods to lead cross-functional teams and facilitates discussions resulting in action plans. Additionally, the role monitors KPIs, executes retention programs, contributes to complex projects, and fosters working relationships.

Responsibilities
• Defines customer experience requirements across customer touchpoints typically showing expertise in a single product or solution category for a single business.
• Leads designing and managing voice of customers programs, including surveys, interviews, and feedback mechanisms to capture valuable insights from customers.
• Manages customized customer experiences and briefing to be presented in executive briefing centers.
• Applies customer experience design methods to lead complex cross-functional and/or cross-business teams to define the customer experiences.
• Facilitates discussion, synthesizes conclusions, and identifies follow up plans resulting from briefings.
• Provides direction and guidance to process improvements and establish policies in the briefing centers.
• Develops and leads monitoring of key performance indicators related to customer experience initiatives.
• Execute customer retention program for individual user groups.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal-external working relationships and participates in providing mentoring and guidance to lower-level employees.

Education & Experience Recommended
• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in project management, sales, channel, program management, marketing, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Analytics
• Business Intelligence
• Business Strategies
• Competitive Intelligence
• Customer Insights
• Dashboard
• Data Analysis
• Data Visualization
• Economics
• Market Intelligence
• Market Research
• Marketing
• New Product Development
• Power BI
• Python (Programming Language)
• R (Programming Language)
• SQL (Programming Language)
• Statistics
• Tableau (Business Intelligence Software)
• Thought Leadership

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.