Enhance Customer Satisfaction Specialist

2 weeks ago

Makati City, National Capital Region, Philippines beBeeExperience Full time ₱5,000,000 - ₱7,000,000
Customer Experience Designer Role

This position focuses on enhancing customer satisfaction through human-centered design principles.

The successful candidate will support the lead for NPS and experience design, considering customer feedback to drive innovation in products, services, and experiences.

  • Key responsibilities include identifying opportunities to streamline customer and agent interactions, driving Net Promoter Score growth by partnering with business units, and championing a customer-obsessed culture within the organization.
Responsibilities:
  • Develop human-centered designs, customer journey maps, and service designs to enhance customer experiences.
  • Collaborate with local teams to assess projects for relevant HCD and Service Design needs, co-creating project plans aligned to best practices.
  • Provide guidance on HCD, SD, and design thinking activities to achieve business outcomes with a customer-centric lens.
  • Design and execute service design sprints for key customer or agent-impacting projects, focusing on traditional and digital solutions.
Driving Business Outcomes:
  • Maintain upward trend of NPS Scores and support NPS goals by partnering with various internal teams.
  • Ensure the customer experience is top of mind across various initiatives, including product development and sales processes.
Required Qualifications:
  • Bachelor's degree in business, design, psychology, or similar discipline.
  • 3+ years' experience running Service Design and HCD projects within or for large organizations.
  • Demonstrable hands-on experience of corporate HCD facilitation; experience of training would be an advantage.
  • Strong project management, organizational, and coordination skills required; working experience with Agile is an advantage.
  • Proven ability to work with data, presenting quantitative and qualitative insights in support of one another.
Preferred Qualifications:
  • Comfortable with various software platforms; experience with Figma would be advantageous.
  • Ability to influence decisions and gain consensus across different stakeholders, senior leaders, channels, and lines of business.
  • A positive disposition and ability to relate well with others, possessing high levels of empathy.
  • Results-oriented, with a can-do attitude, undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives.
  • Comfortable with ambiguity; open to new ideas; flexible with changing business priorities and situations.

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