Customer Experience Strategy Specialist

FWD Singapore

Singapore, Singapore
Not specified
Customer experience strategy development
Cross-functional leadership and influence
End-to-end customer insight analytics
FWD Singapore is seeking a Customer Experience Strategy Specialist to develop and implement comprehensive customer experience strategies that enhance customer loyalty, satisfaction, and operational efficiency. This role demands a blend of analytical skills, customer insights, and cross-functional collaboration to drive impactful initiatives across the organization

Job Summary

  • This role will build a Customer Experience strategy that leverages new sources of expertise to create frameworks leading to experiences that surpass expectations.
  • The position is responsible for guiding leadership teams and operational business units in designing cross-functional target customer experiences across multiple channels.
  • Key responsibilities include leveraging end-to-end customer insights to track CX KPIs and proposing actions to reduce customer effort while lowering operating costs.

Matching Summary

Match Score: 85

FWD Singapore is seeking a Customer Experience Strategy Specialist to develop and implement comprehensive customer experience strategies that enhance customer loyalty, satisfaction, and operational efficiency. This role demands a blend of analytical skills, customer insights, and cross-functional collaboration to drive impactful initiatives across the organization.

Skills & Requirements

Must-have

  • Customer experience strategy development
  • Cross-functional leadership and influence
  • End-to-end customer insight analytics
  • Customer journey mapping expertise
  • CX KPI measurement and reporting

Nice-to-have

  • Design thinking workshop facilitation
  • Voice of customer platform management
  • Segment strategy development skills
  • Operational cost reduction focus
  • Multi-channel experience design

Key Requirements

  • Experience in enterprise CX strategy
  • Ability to influence cross-functional teams
  • Proficiency in customer journey mapping

Work Rights

Not specified

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