Senior Associate, Change Management Executive, Customer Centre, Group CSH

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence.

Roles & Responsibilities:

• Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes. 
• Gather and analyse data and trends, using findings to inform strategic recommendations. 
• Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions. 
• Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre’s objectives. 
• Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals. 
• Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation. 
• Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre. 
• Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working. 
• Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved. 
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. 

Requirements:

• Min 5 years of relevant experience.
• Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills
• Deep understanding of human-centered design approach
• Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping.
• Able to uphold good working relationship with stakeholders.

Core Competencies:

• Good interpersonal & communication skills
• Able to work independently and in a group, demonstrating leadership and teamwork where situation requires
• Good planning & organisational skills
• Self-motivated team player
• Good judgment and problem-solving skills
• Resourceful and able to make decisions to resolve various issues

Technical Competencies:

• Strong Process Improvement Skills
• Proficient in MS office tools
• Knowledge in Customer Centre systems
• Knowledge of Customer Requirements
• Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction
  

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