Customer Experience (CX) Lead
Salary Attractive Salary
Consultant Tania Josephine
Date posted 23 November 2018 2018-11-232019-01-22 new-media-and-internet Jl. Jend Sudirman Kav. 29-31 Jakarta 12920 Robert Walters https://www.robertwalters.co.id
A Customer Experience (CX) Lead job has just become available at one of the most respected eCommerce company based in Jakarta.
About the Customer Experience (CX) Lead role:
As an integral part of the operations team, the CX Lead will spearhead research, analysis and insights in relation to the total customer experience. From placing orders on the app to receiving and reordering, the CX Lead ensures the customer experience is at top notch.
- Provide strategy for functions of CX focused strategic, tactical and operational activities
- Develop customer journey maps
- Engage and advise cross-functional teams on implementing improvements and recognising innovation opportunities
- Lead the team in conducting advanced customer analytics and applying customer insights using proper methodologies
- Continue to make improvements across the departments with the goal of improving the customer experience and impacting key business metrics for all product lines
- Creates and presents actionable recommendations around improving retention and satisfaction based on consumer insights on a variety of relevant industry, competitive, product, market, and environmental factors
- Develops effective metrics to measure project success
- 5+ years in CX research OR market research or UX research with basic understanding of the other
- Bachelors Degree from a reputable university
- Leadership experience to manage and empower their team
- Great communication and presentation skills to relay findings and suggestions to respective tech and operational departments
- Eagerness to grow in a fast moving, globally minded community
This leading e-commerce is widely known in Indonesia. With a flat organisation structure, the culture is very dynamic with a diverse group of professionals.
If you are driven, determined and want to take the next step in your career, this is the role for you.