Assistant Manager - CX Insight & Process Advancement (Customer Experience)

The Assistant Manager of CX Insight & Process Advancement is responsible for executing and following through on identified CX initiatives and process improvement projects to address customer concerns and enhance overall experience. Must possess strong empathy and analytical skills and be able to implement actionable initiatives (new or revised).

Key Accountabilities

Stakeholder Engagement

• Build and maintain strong relationships with key stakeholders, including internal teams, external partners and customers including customer's next of kin (if deemed necessary for incident management).
• Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.

Solution Design

• Execute the design and development of customer experience solutions, considering both technology and processes.
• Identify opportunities for improvement in customer journeys and de...