Customer Experience Quality Lead

Overview

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The CX Quality Lead sets the standards for Customer Experience, and takes the lead on discovering new ways to raise these standards by looking at the quality of interactions within the end-to-end customer journey. S/he ensures that these standards are implemented across AP DU and are evaluated regularly and efficiently.

In support of the over-all Customer Experience strategy, s/he acts as a CX ambassador and champions effective cross-functional collaboration and training to support initiatives that would drive over-all AP DU to deliver experiences that exceed customer expectations.

Mission

Job ID: 2973
Location: Taguig
Company: Aboitiz Power Corporation
Department: AP DU Customer Experience
Employment Type: Regular
Work Arrangement: Hybrid

• Customer Journey Management — Identifies the customer needs within the end-to-end customer journey, using data and market insights, and uses these to build and raise standards that provide customer experiences exceeding expectations
• Customer Journey Management — Ensures that customer interactions are evaluated effectively and quantitatively by performing routine checks and calibration through Voice of the Customer Programs
• Customer Journey Management — Owns and maintains documentation for the Customer Journey Map and its corresponding internal manuals, work instructions and communication and training materials
• Customer Journey Management — Works with the CX Solutions Delivery Team for the delivery of the products and channels within the customer journey, ensures alignment with CX standards, and articulates their measures of success related to CX Quality
• Customer Journey Management — Champions awareness, understanding, and utilization of customer feedback to improve the customer experience across AP DU
• Customer Journey Management — Supports AP DU Regulatory Team in regulatory releases that may impact the Customer Journey by providing input to new regulations and ensuring that new releases are executed and complied with as part of CX Quality
• Training and Compliance — Creates, designs, and implements CX Quality training programs and its respective scorecards in collaboration with HR across AP DU
• Training and Compliance — Works cross-functionally to complete requirements needed from internal resources and third parties ensuring smooth execution of CX training programs
• Training and Compliance — Ensures that each program remains within budget and flags changes that impact cost commitments to the Head of CX
• Stakeholder and Partner Management — Drives the different Business Units and vendors/partners in ensuring compliance and implementation of CX quality standards
• Stakeholder and Partner Management — Facilitates and maintains relationships with vendors/partners, participates in contract negotiations as Business User, ensures compliance with standards and code of conduct, and collaborates with Supply Chain Management for vendor accreditation and performance assessment
• Stakeholder and Partner Management — Influences collaboration among cross-functional teams to ensure CX quality-driven business objectives are met
• People and Team Management — Leads a team of CX Quality specialists and staff to achieve KPIs in support of the overall CX strategy
• People and Team Management — Uses quality monitoring data to track performance, provide feedback, coach, and develop individual plans
• People and Team Management — Guides and supports each team member to ensure tasks and accountabilities are achieved
• People and Team Management — Coaches and mentors team members to improve performance, develop skills, and grow professionally
• People and Team Management — Drives team performance and takes corrective action when necessary
• Administrative — Ensures section goals and development plans align with organizational objectives
• Administrative — Monitors and recommends requirements on materials and equipment to perform responsibilities
• Administrative — Facilitates necessary administrative tasks for regular company procedures such as payments, purchase orders and liquidations
• Others — Readily assumes tasks requiring immediate or urgent attention as assigned by the Team Leader
• Others — Ensures compliance and adherence to the Safety, Health and Environment Manual, IMS Manual and related guidelines and policies

• Experience (No. Of Years) — Professional: At least 5 years’ experience in customer support functions (frontline customer servicing, quality assurance, training and development), with hands-on experience in creating internal and external communications or training materials; exposure to contact center or branch/service center; prior experience with Customer Experience strategy implementation is an advantage
• Experience (No. Of Years) — Leadership: At least 2 years’ experience in managing direct reports; or at least 4 years’ exposure to roles requiring cross-functional collaboration
• Bachelor’s Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or related 4-year course
• Six Sigma Certification, not required but advantageous

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Utilities