To analyze the entire customer’s journey, including pre-purchase, in-purchase, and post-purchase stages. Correlate this data with key performance indicators (KPIs) and customer behaviour to ensure the establishment of a world-class customer experience. Identify any gaps and communicate them to relevant stakeholders, proposing necessary actions or projects. Follow through on their implementation and assess their impact. Gain a deep understanding of customer experience (CX) and business KPIs, tracking trends to predict future market developments.

Demonstrate strong leadership and management skills in guiding the CX team towards successful project execution and continuous improvement

Responsibilities:

• Analysing reports and proposing and initiating projects based on them and defining the related KPIs
• Constant monitoring of impact points on the business side 
• A self-starter who truly enjoys working in a fast-paced, innovative environment and is good at working cross-functional
• Excellent communication and presentation skills with teams and stakeholders in a collaborative, cross-functional environment
• Proactive approach in recognizing customer experience gaps and efficient communication to increase a sense of urgency among stakeholders and support business team to address the gaps
• Define and run the proper research including the survey, and interview, …. to collect the qualitative and quantitative data.
• Feed the required data for designing strategies in order to keep the customer experience up to date, on track and/or make the growth trend
• Ability to lead CX team members, empowering them for effective teamwork and improved results.

Minimum academic and professional qualifications: 

• Bachelor’s degree or Master’s degree in the areas of: Management, industrial engineering, Marketing, Computer science, etc.

Experience: 

• 4+ years of relevant work experience
• CX experience is plus
• Working in Fintech industries is plus