Full Time Assistant Manager Customer Experience Jobs, in PRASARANA MALAYSIA BERHAD Selangor - Maukerja

The Assistant Manager of CX Insight & Process Advancement is responsible for executing and following through on identified CX initiatives and process improvement projects to address customer concerns and enhance overall experience.

S/he must possess strong empathy and analytical skills and be able to implement actionable initiatives (new or revised).

Key Accountabilities:

Stakeholder Engagement

• Build and maintain strong relationships with key stakeholders, including internal teams and external partners.
• Collaborate with cross-functional teams to integrate customer experience initiatives into the broader business strategy.

Solution Design

• Execute the design and development of customer experience solutions, considering both technology and processes.
• Identify opportunities for improvement in customer journeys and develop solutions to enhance the overall customer experience.

Project Management

• Examine the implementation of CX solutions, ensuring that projects are delivered on time and within budget.
• Collaborate with project teams to define project scope, objectives, and deliverables.

Data Analysis

• Utilize data and analytics to identify trends, measure key performance indicators, and make data-driven recommendations for improving customer experiences.
• Monitor and report on the success of CX initiatives, adjusting strategies as needed.

Compliance and Quality Assurance

• Ensure that customer experience solutions comply with relevant regulations and industry standards.
• Perform quality assurance processes to maintain high standards of service.

Job Requirements:

• Degree in Marketing, Advertising, Communications, or related fields.
• Minimum 5 years of relevant experience.
• Proven track record in customer experience or customer relationship roles.
• Experience in customer solutioning, project management, people development, and culture change.
• Strong project management and people management skills.
• Strategic and analytical thinking skills.
• Strong interpersonal, networking, and influencing skills.
• Ability to understand business objectives and align CX and marketing strategies accordingly.
• Data-driven mindset with an aptitude for technology.
• Excellent leadership, communication, and decision-making skills.
• Proficient in Microsoft Office and CRM tools.
• Understanding of digital customer experience, digital platforms, content management, partnerships, and data analytics.