Senior Associate, Change Management Executive, Customer Centre, Group CSH
Core
Develops and implements strategy to enhance user experience across Customer Centre touchpoints, driving continuous improvement and service excellence.
Role type
Senior Associate, Change Management & Customer Experience Strategy
Builds
Customer-centric campaigns and transformation efforts within the Customer Centre
Domain
Banking / Customer Experience / Change Management
Deliverable
product features
Required skills
Strategic problem solving, Project management, Human-centered design, Design thinking facilitation, Customer journey mapping, Gen AI application, Change management, Data analysis, Process improvement
Preferred skills
Knowledge of Customer Centre systems, Service Level metrics, Abandonment Rate analysis, Unit Costs analysis, Customer Satisfaction metrics
Technologies
MS Office tools, Gen AI, Customer Centre systems
Responsibilities
Develop and implement customer obsession strategies, Gather and analyse data to inform strategic recommendations, Facilitate design-thinking workshops, Support management of customer-centric campaigns, Facilitate change management activities, Monitor and evaluate transformation efforts
Seniority
Senior, hands-on IC
