Customer Experience Quality Lead

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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.

Responsibilities

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
• Ensures that customer interactions are evaluated effectively and quantitatively by performing routine checks and calibration through Voice of the Customer Programs
• Owns and maintains documentation for the Customer Journey Map and its corresponding internal manuals, work instructions and communication and training materials
• Works with the CX Solutions Delivery Team for the delivery of the products and channels within the customer journey, ensures that these are aligned with the CX standards set, and articulates their individual measures of success related to CX Quality
• Champions awareness, understanding, and utilization of customer feedback to improve the customer experience across AP DU
• Supports AP DU Regulatory Team in regulatory releases that may impact the Customer Journey by providing timely and relevant inputs to new regulations that are for public consultation 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 respective Human Resources Departments across AP DU
• Works cross-functionally to complete requirements needed from internal resources and third parties ensuring smooth execution of CX training programs
• Ensures that each program remains within the budget set, and changes that impact cost commitments are managed and flagged to the Head of CX accordingly

Stakeholder and Partner Management

• Drives the different Business Units and vendors/partners in ensuring compliance and implementation of CX quality standards
• Facilitates and maintain relationships between the company and its vendors/partners, takes part in contract negotiations as Business User, ensures that vendors/partners comply with standards and code of conduct set by the company, and works closely with the Supply Chain Management (Procurement) for vendor accreditation and regular performance assessment
• Influences collaboration among cross-functional teams to ensure that business objectives driven by CX quality are met

People and Team Management

• Leads a team of CX Quality specialists and staff in ensuring that activities and KPIs are achieved in support of the over-all CX strategy
• Uses quality monitoring data to compile and track performance at team and individual levels and uses this to share feedback, coach, and come up with individual development plans
• Guides and supports each Team Member to ensure that tasks and accountabilities are achieved successfully
• Coaches and mentors Team Members to help them improve performance, develop their skills, and grow professionally
• Drives the team's performance and takes corrective action when necessary to ensure that the team meets its goals and objectives

Administrative

• Ensures section goals and development plans are aligned with the organization's objectives and attained in the best means possible
• Monitors and recommends requirements on materials and equipment to perform one's role and responsibility
• Facilitates necessary administrative tasks for regular company procedures such as but not limited to requests for payments, purchase orders and liquidations.

Others

• Readily assumes tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader
• Ensure compliance and adherence to the Safety, Health and Environment Manual, IMS Manual and other guidelines and policies related to EHS

Experience (No. of Years)

Professional:At least 5 years' experience in customer support functions, such as but not limited to frontline customer servicing, quality assurance, training and development, with hands on experience in coming up with internal and external communication or training materials; exposure to contact center or branch/service center or prior experience to Customer Experience strategy implementation an advantage

Leadership: At least 2 years' experience in managing direct reports; or with at least 4 years' exposure to roles that require cross-functional collaboration or working with teams

Bachelor's Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or any 4-year related course

None

Six Sigma Certification, not required but an advantage