Senior Customer Experience Specialist - NPS

Position Overview

The Senior Customer Experience Specialist will lead the design, implementation, and analysis of the Net Promoter Score (NPS) framework to measure and enhance customer experience. This role focuses on customer journey mapping, developing measurement methods, analyzing CX trends, and driving actionable insights to improve performance and strategic outcomes.

Key Responsibilities

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.

Key Qualifications

• 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.

Reporting Structure

• Reports to: Customer Experience Manager or CX Department Head.
• Works closely with: CX Project Teams, Marketing, and Operations.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunities for professional development in CX strategy and project management.

Collaborative and dynamic work environment.