Customer Experience Manager - Singapore - SINGAPORE TELECOMMUNICATIONS LIMITED

SINGAPORE TELECOMMUNICATIONS LIMITED
SINGAPORE TELECOMMUNICATIONS LIMITED
Verified Company
Singapore

1 week ago

Wei Jie

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Wei Jie

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Description

Design and implement Speech/Text Analytics & CE Improvement project, focusing on people opportunities

Key Responsibilities:

  • Leverage on the use of Speech Analytics technology to analyze interactions & understand customer sentiment
  • Identify CE drivers and the inhibitors of factors affecting First Contact Resolution (FCR)
  • Develop and implement CE improvement initiatives
  • Ensure projected savings on projects are actualized
  • Continually develop improvements and lead change projects

Analyse and report CE performance by Touchpoints (TP) on monthly basis

Key Responsibilities:

  • Analyse CE performance (Qualtrics reports, Online Benchmarking, CSISG, etc.)
  • Communicate monthly performance to CS stakeholders with insights

Identify performance gaps and improvement opportunities across TP, by hotline by site

Key Responsibilities:

  • Deep dive channel performance with stakeholders/CE SPOC
  • Study customer verbatim to Identify performance gaps and insights on process/policy/product features
  • Codesign and implement CE improvement initiatives
  • Track results of initiatives

Prepare CE Report for monthly CE BPR

Key Responsibilities:

  • Work with CE team to scope deep dive areas
  • Coordinate CE performance prebrief for Sales stakeholders
  • Prepare BPR report and deep dive study pack
  • Track and implement action items from CE BPR

Work with CE Team to manage CE Survey implementation and changes
Key Responsibilities

  • Manage survey leads extraction process across data source
  • Review and improve endtoend survey process with functional leaders
  • Coordinate and manage changes to the CE Survey platform

Provide CE insights/case studies for training team to design CE improvement training program

Key Responsibilities:

  • Share CE insights with Training Team on monthly basis to raise awareness of customer insights
  • Work with Training team to develop CE improvement training program

Requirements:


  • Diploma/Degree
  • At least 3 years of relevant experience in program management, gap analysis or implementing process improvement initiatives
  • Minimally 3 years in management function / process improvement methodology like Agile, Lean Six sigma
  • Good to be certified Lean Six Sigma / agile
  • Strong conceptual, analytical and presentation skills
  • Ability to perform in a fast paced and crosscultural environment
  • Drive change and continuous improvement initiatives
  • Matured, independent, possess positive working attitude with a high level of initiative and ability to work under pressure in meeting deadlines
  • Excellent interpersonal skills, approachable, value team work and collaboration
  • A strong communicator, both in writing and spoken communications with excellent presentation skills
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