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Digital Customer Experience Manager

Apply now Job no: 504018
Work type: Full Time
Categories: Corporate Positions

This role focuses on developing and executing a strategy for driving a superior customer experience for customers on all NTUC First Campus (NFC) brands digital channels, with a focus on owned channels. You will provide domain expertise on the customer and market within a cross functional team of technology, operations and business stakeholders


Job Responsibilities:

  • Support the design and implementation of digital strategies to meet business objectives.
  • Design and upkeep a holistic experience across the entire customer journey that will drive customer acquisition, retention and advocacy.
  • Gather customer requirements, identify gaps and conduct market research to derive insights that will constantly improve the overall customers’ digital experience.
  • Use quantitative and qualitative data to build business cases that drive greater simplification, intuitiveness, and performance enhancements for our customers.
  • Collaborate with business stakeholders, production and creative teams to influence the right decision making, ensuring the delivery of high quality products and services.
  • Manage external agency and vendor relationships and take responsibility for tracking project plans against targets and timelines, adapting all communication plans to reflect the changing needs of all stakeholders.

 

Job Requirements:

  • Bachelor's degree or equivalent practical experience.
  • 6 years of experience in digital customer experience and digital product development, with a focus on website, mobile application and marketing automation.
  • Customer-centric mindset, ability to think holistically about end to end experience and spot pain points.
  • Demonstrated ability to work towards strategic goals in a dynamic, innovative and fast paced environment.Pr
  • Proven ability to influence cross-functional teams without formal authority.
  • Ability to define a longer term vision and build relationships with key stakeholders to achieve it.
  • Excellent written and verbal communications skills.
  • Strong analytical skills, with a high degree of comfort with data-driven problem solving.
  • Project management skills to deliver initiatives on time and to specification with autonomy.
  • Deep knowledge in digital listening, analytics and optimisation tools.


Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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Recognise for 2 years
running (2019-2020).