**Customer Experience Expert, Omnichannel**
**Work Location:**
Ho Chi Minh City
**Job overview:**
We are looking for a Customer Experience Expert, Omnichannel, a senior individual\-contributor who defines the strategic framework for CX across this multi\-touchpoint ecosystem, leads complex cross\-touchpoint root\-cause analysis, and advises leadership on high\-impact experience decisions.
**Key Responsibilities:**
- Define the strategic framework and standards for CX across primarily online touchpoints (app, in\-vehicle AI assistant, website, chat/support, notifications), and how they connect to physical moments (e.g., vehicle hardware, service visits).
- Lead complex, cross\-touchpoint root\-cause analyses of major CX issues, going beyond surface metrics to systemic recommendations.
- Own the design and governance of core CX metrics (CSAT, NPS, effort score, touchpoint\-switching rate), ensuring consistent measurement across digital touchpoints and business units.
- Act as the internal subject\-matter expert on digital CX, advising Product, Care, and Marketing leadership on strategic trade\-offs.
- Design and oversee high\-impact CX pilots and initiatives on digital touchpoints (e.g., proactive service, AI\-assisted resolution, seamless chatbot\-to\-human handoff), setting success criteria and rigorously evaluating outcomes.
- Mentor and upskill Senior/CX Analysts on journey analysis, root\-cause methodology, and insight storytelling.
- Represent CX in senior leadership and cross\-functional strategic planning discussions.
- Benchmark against best\-in\-class digital CX practices (regionally/globally) to keep the organization's standards current.
**Requirements:**
**Must have**
- 7\-10\+ years in Customer Experience, CX Strategy, Service Design, or related fields, with demonstrated ownership of omnichannel or multi\-touchpoint CX programs.
- Proven experience designing CX measurement frameworks (CSAT/NPS/CES) and driving org\-wide adoption.
- Strong analytical skills with hands\-on experience in journey analytics, root\-cause analysis, and translating data into strategic recommendations.
- Experience influencing senior stakeholders and driving cross\-functional alignment without direct authority.
- Strong written and verbal communication in Vietnamese; working proficiency in English.
**Nice to have**
- Experience in a fast\-growing tech or digital product company operating at scale, ideally with some physical touchpoints (e.g., hardware, service network), rather than a purely traditional retail/telco CX background.
- Experience embedding AI\-powered channels (chatbots, voice assistants, generative AI support tools) into the CX ecosystem.
- Familiarity with Customer Data Platforms (CDP) and journey orchestration tools.
- Prior mentoring/coaching experience for CX or analytics teams.
**📩 Apply via:**
*For more information, please contact the Talent Acquisition Department – VinSmartFuture*
