Director, Customer Experience Management

Job Purpose
The job holder towards uniformity in principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, while ensuring that touchpoint/customer interaction management departments apply the principles appropriately and effectively.
Key Accountabilities (1)
1. Build bank-wide customer experience governance policy/framework và measurement, analysis:
• Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX).
• Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible.
• Define measurement system to measure CX metrics for bank-wide and BUs.
• Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level.
2. Manage customer experience on social media:
• Assure/Govern the social playbook; governance and ownership of followers growth.
• Listen and handle social media.
• Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division.
Key Accountabilities (2)
PEOPLE MANAGEMENT
• Oversee human resources planning and execution (headcount & costs) of their function/ sub- function
• Attract, onboard and retain the right talents for a high- performing team
• Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
• Manage sub- function/ function performance & provide feedback regularly (following the annual performance management cycle)
• Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching &
feedback, mentoring, etc.
• Motivate and recognize team members’ contributions towards the team’s shared goals
• Responsible for developing talents within the function/ sub- function
• Act as a role model and promote corporate culture at function/ sub- function level
• Understand & communicate relevant HR offerings to team members.
Key Accountabilities (3)
1. Build an effective working environment:
• Interact to support colleagues in the same department, update information and aim for long-term cohesion.
• Comply with established working regulations and organizational culture.
2. Actively improve capacity and develop yourself:
• Implement the plan to improve personal capacity as agreed with the management.
• Actively discuss with management about personal development aspirations to agree on a roadmap.
Other duties as assigned by Chief Marketing Officer.
Key Relationships - Direct Manager
Chief Marketing Officer
Key Relationships - Direct Reports
Senior Expert/Senior Manager, Customer Experience
Expert, Customer Experience
Key Relationships - Internal Stakeholders
Marketing and all functional units in the bank, mainly with business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations divisions.
Key Relationships - External Stakeholders
Media and marketing services/external agencies: research agencies, strategic partners, service providers.

Negotiation

Banking, Business Acumen, Customer Experience Management, Market Assessment, Strategic Thinking