Customer Experience Man

岗位描述

This senior role is responsible for building end to end solution to collect, quantify, measure, and summarize the voice of customers from different channels including contact centers, client service, online and others. Meanwhile, the person needs to deliver high quality VOC readout to senior mgmt team with clear insights, numbers, and actions for improvement on a routine basis and event-basis. Key responsibilities: • Design end to end process and platform for customer voice collection • Analyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customer • Deliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt team • Maintain close and strong partnership with sales, marketing, and Ops team for VOC alignment We’re looking for: • Motivated self-starter who can learn quickly in a fast-paced environment • Service-oriented mindset and understand client service and operations • Passionate and committed professional with excellent interpersonal skills • Strong work ethic and accountability • Great team player who cares and willing to help other colleagues • Strong people management skills • Strong influencing skills internally & externally • Solid organizational skills including attention to detail and multitasking skills • Strong analysis and presentation skills • Able to work in China Qualifications: • Bachelor’s degree or above • Fluent English in both verbal and written • Native Chinese speak • 10 years+ working experience, with 5 years+ working experience in customer experience-related domains and 5 years+ people management experience • 5 years+ working experience in Fintech/Payment/eComs companies • 5 years+ working experience in MNC (multi-nation company) environment