Customer Experience Assistant Manager

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By submitting this application to Home Credit Vietnam Finance Company Limited through Vietnamworks, you agree to allow Home Credit to proceed your provided information in accordance with Personal Data Processing Agreement that you have read, fully understood and agreed to the entire content at link https://career.homecredit.vn/vn/article/id/217.
KEY RESPONSIBILITIES
1. Drive customer centricity culture activities (60%)
• Play as business owner role for CX Principles project which articulates CX Principles into key behaviors & standards across company, especially frontline teams to keep customer experience consistent
• Coordinate with consulting agency, People division & related functions to organize activities, contests and reward program to promote customer centric culture and mindset within the organization.
2. Monitor, understand & improve customer experience for assigned customer segments (40%)
• Define customer journey (stage/ step/ touchpoints/ related functions) for new product/ service/ feature. It could be End-to-end journey but usually specific parts of journey
• Define the key metrics & questionnaire to measure the success of customer experience based on customer journey (NPS, SAT, CES, customer complaints, business metrics...)
• Coordinate with relevant departments to collect and track customer experience metrics across end-to-end journey
• Regularly monitor the metrics to identify potential problematic touchpoints & Coordinate with business stakeholders to define potential root causes
• Propose necessary qualitative & quantitative research to confirm customer journey, identify customer's expectation, customer pain points, drop rate during detected journey then report key findings
• Coordinate with business stakeholders to define potential root causes for improvement solution design
• Recommend & coordinate in solution design & implementation (UX/Ul revision, product/process improvement, people training,...)
3. Other tasks assigned by manager to contribute to team delivery

13th Salary Fixed and KPI Bonus
,#Premium Health Care for employees (personal/family dependents)
,#15/18 Annual Leaves

Customer Service, Customer Experiences, Customer Relations, Customer Centric, Customer Engagement