About this role
GENERAL DESCRIPTION : The Senior Executive of XD plays a key role in supporting the Deputy Manager in designing, implementing, and monitoring end-to-end customer journey initiatives. This role focuses on experience enhancement, customer engagement, service program development, and cross-functional collaboration to ensure consistent, inclusive, and high-quality customer experiences across all touchpoints
JOB DESCRIPTION :
1. Experience Enhancements & Journey Design
• Support end-to-end (E2E) customer journey initiatives, including planning, execution, and ongoing improvements. • Conduct touchpoint and service gap analysis to identify opportunities for experience enhancements. • Assist in designing and enhancing processes to incorporate diversity and inclusivity elements, such as multilingual support, signage improvements, and accessible service design. • Coordinate customer experience analysis and support the development of actionable improvement plans. • Contribute to outbound communication strategies and experience mapping initiatives. 2. Advanced Customer Service Programs
• Assist in the development and implementation of high-level service recovery modules and service design content. • Support targeted customer care initiatives for specific groups, including consultants, management, and outsourced partners. • Contribute to the planning and execution of customer service programs covering BIM, multilingual support, and enhanced visibility initiatives. • Monitor and evaluate program effectiveness, preparing insights and reports for management review. 3. Group Customer Engagement & Assessment
• Support the implementation of group customer and CCX engagement initiatives, including planning and coordination activities. • Assist in handling Google Reviews, and Customer Experience (CX) Day activities, ensuring timely coordination and follow-up. • Coordinate and support group meetings, workshops, and engagement sessions with internal and external stakeholders. 4. Collaboration & Support
• Work closely with internal teams and external partners to ensure seamless execution of experience design initiatives. • Provide operational and administrative support to the Deputy Manager (Experience Design) including documentation, reporting, and project coordination. • Support continuous improvement efforts by gathering customer insights and translating them into actionable recommendations
JOB REQUIREMENT :
Qualifications:
• Bachelor’s degree in any related field.
• Professional certificate in PR and Customer Service are added advantage
Experience:
• Minimum 3 year of experience in relevant field
• Experience in service providers industry, hotelier or healthcare
• Exceptional people skill and excellent communication skill.
• Strong Excel and PowerPoint skills
Key Competencies:
• Strong analytical skills with the ability to interpret customer data and experience insights.
• Excellent communication and stakeholder management skills.
• Good coordination and project management capabilities.
• Knowledge of service recovery frameworks, CX metrics, and social media monitoring tools is an advantage.
• High attention to detail, proactive mindset, and ability to work in a fast-paced environment