Job Description

•Main Objective: As Customer Experience Team Lead you are supposed to analyze the situation of the various touch point in the organization and identify Drivers of Promotion and Drivers of Detraction. Based on your finding you define new projects with cross-functional teams in the organization and lead them to achieve project objectives to improve customer experience •Main Responsibilities: -Regularly check and analyze customer’s data to identify issues or fields of improvement -Help to improve current processes or create new ones for better customer experience -Help to check and compare important elements of function/business with competitors -Help to create customer insight by conducting surveys and focus groups and collaborate with other functions to ensure the insights will form broader strategic initiatives -Own function projects/initiatives and design, plan, execute and revise it with the collaboration of other functions like Tech and marketing