Customer Experience Manager (Quản lý Trải nghiệm Khách hàng)
Core
Foster a customer-centric culture, map customer journeys, and drive initiatives to improve customer satisfaction and loyalty across all touchpoints.
Role type
Customer Experience Manager
Builds
Customer journey maps, CX improvement initiatives, and internal cultural programs
Domain
Insurance / Customer Experience
Deliverable
product features
Required skills
Customer journey mapping, data analysis, market research, project leadership, cross-functional collaboration, content creation
Preferred skills
Strategic thinking, execution excellence
Responsibilities
Lead journey mapping projects by gathering expertise from data, customer insight, and operations teams; organize workshops to translate journey insights into actionable strategies; manage end-to-end projects to improve customer experience across touchpoints; promote a customer-centric culture through internal communications and staff engagement activities.
Seniority
Mid-Senior, hands-on IC
