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- Plan, conduct, and facilitate stakeholder discussions, workshops, user surveys, and interviews.
- Create user stories, personas, and storyboards.
- Maintain, review, and create new customer journey maps to enhance corporate clients' and their online and offline experiences.
- Translate all findings and goals into actionable recommendations.
- Plan and conduct user testing or mystery shopping to audit current offerings.
- Develop, implement corporate clients' service, feedback policies, SOPs, workflows in compliance with the Company's policies, procedures, and processes to handle customer interactions and communications.
- Spearhead service excellence and sourcing training for Social & Recreational related topics
- Reinforce service excellence and operations training for the Guest Services team and lead the Guest Experience team to achieve service excellence across the Company.
- Degree/Diploma in Business, Marketing, or equivalent.
- At least 2 years of work experience, preferably in customer service and experience, and/or user experience.
- Digitally savvy with familiarity in CX/UX design and conducting UAT.
- Design thinking and customer service skills will be an advantage.
- Familiar with CRM programmes, databases, and data analytics such as Salesforce.
- Strong analytical, conceptualisation, and problem-solving skills.
- Excellent PowerPoint, visual presentation, and facilitation skills.
Senior Executive/Executive - Singapore - NTUC CLUB
Description
Roles & ResponsibilitiesWe are searching for an energetic individual who enjoys engaging people, understands the concept and design of customer journey and digitally savvy. If you have any of these attributes, we hope to hear from you.
About the JOB:
Customer Experience and Audit
Service Delivery
Requirements:
*Please attach portfolio link in resume
Tell employers what skills you haveCustomer Service Skills
CRM
UAT
Customer Experience
User Stories
Design Thinking
Video Editing
Customer Service
Animation
Service Excellence
Facilitation
Data Analytics
Sourcing
Databases
Audit
Surveys