Senior Customer Experience Specialist - NPS Projects

1. NPS Project Management

• Identify, evaluate, and collaborate with partners to develop and implement NPS solutions
• Design and deploy effective methods for measuring customer experience at critical touchpoints.
• Monitor and maintain NPS systems, ensuring reliable and actionable data collection.

2. Customer Journey Mapping

• Analyze and map customer journeys to identify key touchpoints, pain points, and areas for improvement
• .Develop detailed journey insights to optimize customer engagement and satisfaction.

3. Market Analysis and Trend Application

• Research and analyze customer experience best practices and trends in the Southeast Asia region
• .Benchmark against competitors and integrate global CX trends into strategic planning.

4. Performance Measurement and Monitoring

• Track and analyze key NPS metrics to identify issues and trends that impact customer experience
• .Use insights to pinpoint improvement opportunities and optimize performance.

5. Actionable CX Recommendations

• Translate NPS data into actionable insights and provide recommendations to the CX Project Team
• .Collaborate with cross-functional teams to implement solutions that enhance customer experience and drive business growth.

• Education: Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.Experience:
• 3-5 years of experience in customer experience, project management, or data analysis.Hands-on experience with NPS frameworks or similar measurement methodologies is preferred.Skills:
• Strong project management and organizational skills.
• Analytical mindset with expertise in data interpretation and report generation.Excellent communication and presentation skills for cross-functional collaboration.Proficiency in CX tools and data visualization platforms (e.g., Power BI, Excel).

Key Competencies

• Analytical skills to derive actionable insights from NPS data.
• Strategic thinking to align NPS outcomes with business objectives.
• Collaborative mindset to work with internal teams and external partners
• Proactive problem-solving with a focus on continuous improvement.