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CX Applied Intelligence

CX Applied Intelligence - May 12, 2022





Responsibility

  • Strategic Design Customer experience by using design thinking methodologies, insights derived from Big Data/AI, and Market research and establish execution roadmap and alignment with key stakeholders
  • Attract, lead, and develop a team of Data Analysts, Project Manager and Experience Designers to generate useful learnings and insights to drive new CX initiatives, improve digital customer experience and manage ongoing CX innovations
  • Generate new CX ideas and/or initiatives and develop robust, proactive pipeline of tangible collaboration/prototyping CX initiatives with stakeholders that will drive management sponsorship and engagement
  • Establish and analyze various qualitative and quantitative metrices to the success of new CX initiatives and/or innovations
  • Accountable for the successful delivery of CX innovations to plan, budget and agreed quality and governance standards, delivering to agreed business cases

Qualifications

  • Bachelor or higher degree
  • At least 10 years of experience driving digital/data driven innovation projects or equivalent that have measurable positive impact to customer experience
  • Good knowledge of overall CX ecosystem in Fintech/Digital platform
  • Experience in applied data analytics and science and customer insights
  • Expertise in Human Center Design and, Design Thinking methodologies
  • Experience in Banking and Financial services industry is advantageous
  • Demonstrated capabilities in stakeholder management at senior levels
  • Ability and mindset to work collaboratively across various functions
  • Good understanding of trends and themes in digital customer experience management using Big Data/AI
  • High level of intellectual curiosity and area comfortable with ambiguity
  • Excellent interpersonal and communication skills

Recruiter

Chutima

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