Customer Experience Director

1 month ago

Manila, National Capital Region, Philippines MyCareer+ Full time
Job Description

We are seeking a skilled Customer Experience Director to join our team at MyCareer+.

This is a unique opportunity to lead initiatives aimed at elevating the overall customer experience.

The ideal candidate will possess a strong background in customer experience management, with a passion for improving interactions across all channels.

About the Role

This full-time position involves developing and implementing strategies to enhance customer satisfaction and loyalty.

You will be responsible for identifying and mapping customer touchpoints to understand and improve the overall customer journey.

Your duties will include collecting and analyzing customer feedback through surveys, focus groups, and other tools.

You will also monitor customer satisfaction metrics (e.g., NPS, CSAT) and identify areas for improvement.

Main Responsibilities
  1. Customer Experience Strategy: Develop and implement strategies to improve customer satisfaction and loyalty. Identify and map out customer touchpoints to understand and enhance the overall customer journey.
  2. Customer Insights and Research: Collect and analyze customer feedback through surveys, focus groups, and other tools. Monitor customer satisfaction metrics (e.g., NPS, CSAT) and identify areas for improvement.
  3. Experience Design: Collaborate with various teams (e.g., marketing, sales, product) to ensure a cohesive and positive customer experience across all channels. Develop and implement customer experience programs, such as loyalty initiatives or customer success strategies.
  4. Process Improvement: Review and refine internal processes that impact the customer experience, ensuring they are efficient and customer-friendly. Work with teams to reduce friction points and enhance the ease of doing business with the company.
  5. Customer Communication: Ensure that all customer communication is clear, consistent, and aligned with the company's brand and values. Train and guide teams on best practices for customer interactions to ensure a consistent and high-quality experience.
  6. Cross-Functional Collaboration: Partner with customer support, sales, and product teams to ensure that customer feedback is integrated into service and product improvements. Facilitate regular cross-departmental meetings to discuss customer insights and drive action plans.
  7. Reporting and KPIs: Develop and track key performance indicators (KPIs) related to customer experience. Prepare reports for senior management, highlighting progress, successes, and areas needing attention.
Requirements
  • A minimum of 3-5 years of experience in customer experience management, customer success, or a similar role.
  • Must have experience with user experience research/design.
  • Must be able to design experiments & measure their impact & draw conclusions.
  • Proven ability to enhance customer satisfaction and loyalty through strategic initiatives.
Salary Information

The estimated annual salary for this position is $80,000-$110,000, depending on location and qualifications.

Benefits

At MyCareer+, we offer a competitive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

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