Senior Expert, Customer Experience Management (40000573)

## Job Purpose

The job holder is responsible for proposing, building and implementing outstanding customer improvement initiatives, building or outsourcing tools, processes, and architectures that improve service quality, customer and employee’s outcomes. Design and implement strategic initiatives to ensure a more efficient and effective application of new tools, processes, or new concepts consistently across the bank to maximize the ability to adapt to change while ensuring the highest customer satisfaction, improving the NPS index, customer value and outputs.

## Key Accountabilities (1)

- Propose and participate in developing a master plan and come up with initiatives to improve service quality consistently throughout the system.
- Design and develop tools, processes, and architecture aligned with the bank's goals and strategies on a customer-centric basis to create positive impacts and help employees ensure outstanding customer experience and improve customer values and outputs.

## Key Accountabilities (2)

2. Operation Management
2.1. Innovation
- Design or work with external partners to build tools, processes, and technologies to assist the branches/Units in enhancing customer experience, value and output.
- Closely coordinate with internal and external divisions of Omni Channel or outsourced partners to ensure the design and development of the right tools, processes and architectures for the unit to maintain a good rhythm of the business while providing a good and consistent customer experience across the system.
- Actively listen, collect and analyze the wishes of customers, actual customer advisory and service at the unit from which to propose improvement initiatives, action plans to improve service quality.
- Develop a remote advisory framework, the architectures to actively retain customers and technological enablement to help maintain and enhance the outstanding customer experience.
- Make the Branch/Priority evolution to advisoy and digital enablement to reach the stage of customer excellent with Techcombank brand and different in the market in order to increase the NPS.
2.2. Change Delivery.
- Build and apply methods, tools and models for implementing service standards and customer experience innitiatives.
- Develop or coordinate in designing, developing, implementing and managing the service culture, communication to the branches/units to ensure a strong and consistent service culture throughout the Omni channels.
- Design and execute the detailed communication plan and activities to ensure effective, fast, timely and consistent communication of messages, programs and activities from HO to Omni Channels.
- Manage and organize internal forums/activties of customer excellent and service people excellent in order to create happy service people and excellent customer experience.

## Key Accountabilities (3)

3 Self-development:
- Build the PDP - Personal Development Plan.
- Always aware of constant learning, and improving the capability to meet the requirements of work.
- Build a professional working environtment, contributing to strong corporate culture.
4. Corporate Culture:
- Fully participate in corporate culture activities and plans; understand and consistently adopt core values and behavioral norms.
5. Implement other tasks as assigned by Senior Manager, Customer Experience Design

## Key Relationships - Direct Manager

Senior Manager, Customer Experience Management

## Key Relationships - Internal Stakeholders

Stakeholders in and out RBG

## Key Relationships - External Stakeholders

Customers, partner banks, partners, auditing companies, state agencies (inspector, SBV...)

## Success Profile - Qualification and Experiences

Qualifications:
- University degree or higher with majors: Banking and Finance; Foreign Trade; Economy or related field…. (Priority for appropriate specialty; Training abroad)
- English proficiency: Level 3 (TOEIC 650, other equivalent certificates (IELTS, TOEFL,..) or according to the Bank's policy in each period)
Domain expertise:
- At least 12 years of experience in the banking sector, experience in Customer Service, Customer Experience Design
- Computer literacy: able to use office và finance/ banking softwares