Customer Experience Excellence, Social Payment

Customer Experience Excellence (CEE) serves as a core Insights and Experience engine, ensuring high-quality customer interactions, data-driven experience optimization, real-time metric governance, and continuous improvement of the user journey. The Customer Experience Excellence Expert focuses on daily experience tracking, root-cause deep-dives, and operational quality. This role plays a critical part in turning raw customer voices into actionable product optimizations and maintaining top-tier satisfaction metrics at scale. Mô tả công việcUser Journey Management:Manage the end-to-end user journey for Social Payment products to ensure a seamless experience across all touchpointsAlign service performance with defined standards and user expectations with BU Head and stakeholders. Experience Monitoring and ImprovementKPI Monitoring Problem Detection: Continuously track daily CS metrics (CSAT, FCR, SLA); proactively detect anomalies to instantly trigger root-cause deep-dives. VoC Data Analytics Journey Audits: Categorize and analyze customer complaints (VoC) and friction points within the remittance flow; conduct targeted ticket audits to isolate high-volume user issues. Feedback Loop Initiative Driving: Translate behavioral insights into actionable initiatives; partner with the Team Lead and Product Operations to feed fixes into the product cycle and eliminate operational flaws permanently. Knowledge Management SOPs: Audit interaction quality across Chat, Hotline, and Email; build and standardize support scripts, SOPs, and publish internal FAQs within 5 business days of any product launch. Operational Excellence AI IntegrationBudget Payments: Raise PR/PO on ERP per Growth/Ops requests; process timely payments for Social, TikTok, Ads, and operational expenses in alignment with the financial plan. AI Documentation Automation: Leverage GenAI tools to automate drafting of FAQs, scripts, and SOPs, reducing manual documentation time. Accelerated Analytics: Utilize AI-driven tools to speed up VoC categorization, behavior grouping, and problem framing. Workflow Optimization: Experiment with and optimize prompts for internal AI sub-agents/bots to eliminate repetitive manual tasks. Yêu cầu công việcEducation: Bachelor’s degree in Business, Finance, Technology, or related fieldsExperience: +3 years of experience in Customer Experience (CX), CS Quality Assurance, Operations, or Product Operations—preferably in fintech, e-commerce, or high-growth tech environments. Analytical Skills: Strong analytical mindset with experience in handling Voice of Customer (VoC) data, mapping user journeys, and identifying core user friction points (Problem Statements/JTBDs). Tools Tech-Savviness: Proficiency in Excel/Google Sheets (formulas, pivot tables). Strong interest or hands-on experience in using GenAI tools or workflow automation is highly preferred. Core Competencies: Highly structured, detail-oriented, with proactive communication and strong cross-functional collaboration skills.