Techcombank đang tuyển dụng Expert, Customer Experience Management (40000574) — vị trí làm việc tại TP. Ha Noi.
Thông tin tuyển dụng Techcombank
| Thông tin | Chi tiết |
|---|---|
| Vị trí | Expert, Customer Experience Management (40000574) |
| Ngân hàng | Techcombank |
| Đơn vị | Marketing Division |
| Địa điểm | TP. Ha Noi |
Mô tả công việc
Job Purpose
The job holder contribute to the consistency of principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, or ensure that touchpoint/customer interaction management departments apply Use the principles appropriately and effectively according to the unified mission of the Senior Director of Customer Experience Management.
Key Accountabilities (1)
A. DEPARTMENT MISSIONS
- Design and build a customer experience framework:
- Build a whole-row customer experience framework, including principles of effective customer experience design, implementation, and management.
Research the facts, theories and methodologies of customer experience.
- Study the current state of the organization to determine appropriate practical standards principles.
- Design management principles, effective measurement standards for customer experience.
- Communicate training on frameworks, mechanisms and guidelines for internal MKT and related Divisions.
- Develop goals and plans, training/communication objects.
- Provide necessary content on training/communication materials, appropriate training/communication methods through consulting and guidance of TCB LnD/Comms.
- Coordinate with LnD/Comms, checking and evaluating training/communication effectiveness.
- Research and propose to adjust (if necessary) the customer experience framework according to actual implementation.
- Measure performance and monitor trends in the experience in the market to suggest improvements.
- Coordinate with experience management to exploit customer feedback measurement reports to propose improvements to the experience framework from time to time.
- Participate and coordinate with the Divisions to understand the needs and develop customer marketing experience standards, in accordance with business processes.
- Build a focal point (partner) with departments in charge of touchpoints with customers to find out what customers want and need about the experience.
Key Accountabilities (2)
- Implement mechanism to ensure customer experience enhancement activities
- Collaborate in building customer experience framework.
- Implement an operating mechanism/coordinating with specialized units to monitor and evaluate the implementation of the customer experience framework:
- Presiding over the assessment and monitoring of service quality compliance and ensuring brand identity at the branch channel to help the branch promptly develop an adjustment plan, ensuring customer experience.
- Monitor compliance with the principles of communication and marketing to customers through channels.
- Collaborate with Business Process Divisions to monitor, evaluate, report results and take action to improve customer experience according to the customer experience framework.
- Coordinate implementation of brand/digital marketing/TO…to enhance customer experience.
- Manage the experience of brand image present on online and offline channels (images of Head Office and branches, outdoor advertising - OOH).
- Collecting information, effectively analyzing customer experience
- Deploy to collect information and indicators to measure the effectiveness of customer experience to analyze, evaluate, and coordinate with relevant departments to propose solutions, update progress and report periodically.
- Collaborate to build database platform, compile measurement and analysis reports to help build a master plan to improve customer experience.
- Coordinate tracking, evaluation, and reporting activities that increase customer experience across channels.
Key Accountabilities (3)
B. Other Responsibilities
Other duties as assigned by Head of Customer Experience Administration.
Key Relationships - Direct Manager
Head of Customer Experience Management;
Senior Manager, Customer Experience Management
Key Relationships - Direct Reports
Key Relationships - Internal Stakeholders
DepartMarketing and all functional units in the bank: mainly with Business, RBG, CA, Strategy, TO, Finance, Procurement, IT, Operations divisions.ments in the Division, departments in TCB, Assistant of other divisions / departments.
Key Relationships - External Stakeholders
Service delivery partners.
Success Profile - Qualification and Experiences
Qualifications
- University or higher
Work Experience - Minimum 7 years professional experience
Foreign Language - English, level 3 (TOEIC > 650)
Cách thức ứng tuyển
Xem chi tiết và ứng tuyển tại: Techcombank
Ngày đăng: 26/03/2026
Nguồn: Techcombank
Đăng bởi: UB Job Crawler