Charterhouse Asia | Head of Customer Experience

The Head of Customer Experience will lead the development and implementation of a customer service-focused Customer 360 data platform, ensuring that all customer interactions are captured, analyzed, and leveraged to deliver personalized, data-driven service experiences. Responsibilities: Spearhead the creation and implementation of a customer experience strategy that aligns with the updated brand identity. Utilize platforms such as Smaply, Lucidchart, and Qualtrics to comprehensively map the customer journey, identifying critical touchpoints across digital, physical, and voice interactions. Manage the seamless integration of telephony systems with CRM platform, ensuring that customer service agents have a unified, real-time view of customer data from all communication channels. Lead the development and implementation of a Customer 360 data platform that consolidates all customer touchpoints. Implement and manage feedback tools like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and others across all customer touchpoints to assess service quality and collect actionable insights. Utilize data from CRM systems, telephony platforms, and customer satisfaction tools to analyze customer behavior, service trends, and satisfaction levels. Requirements: Minimum 10-12 years of experience in customer experience leadership roles with at least 3-5 years managing large and multichannel customer service operations. Proven track record of successfully integrating customer service and telephony systems. Demonstrated expertise in designing and implementing Customer 360 data platforms that unify customer touchpoints across digital, voice, and in-person channels. Excellent communication and interpersonal skills. Ability to interact positively and professionally at all levels. #J-18808-Ljbffr