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

Location

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