Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO-(WD81695)

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence.

Key Responsibilities:

Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes. 

Gather and analyse data and trends, using findings to inform strategic recommendations. 

Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions. 

Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre’s objectives. 

Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals....