Head of Customer Experience (CX) Transformation

Our client is seeking a dynamic Head of Customer Experience (CX) Transformation to lead their team. This role is pivotal in shaping and evolving the customer journey across all touchpoints, aligning customer experience strategies with business goals.

What you'll do:

As the Head of Customer Experience (CX) Transformation, you will be at the forefront of defining the company's CX strategy.

• Define and implement a customer experience vision that enhances satisfaction, loyalty, and business growth
• Analyze customer touchpoints and pain points to create seamless, engaging, and personalized experiences
• Integrate AI, automation, and omnichannel strategies to improve interactions across digital and physical platforms
• Work with marketing, sales, product, and operations teams to ensure a customer-centric culture
• Utilize analytics, customer feedback, and industry trends to enhance customer interactions and predict future needs
• Foster a customer-first mindset within the organization through training, engagement, and communication
• Deploy CRM, AI-driven chatbots, self-service portals, and other technologies to enhance customer interactions

To succeed in this role, you are required to possess experience in driving and implementing CX transformation project.

What you bring:

As the Head of Customer Experience (CX) Transformation, your strong leadership skills will be crucial in managing change within the organization.

• Strong leadership and change management abilities
• Expertise in CX technologies (e.g., CRM, AI, automation, analytics)
• Deep understanding of customer behavior and journey mapping
• Strategic thinking with a data-driven approach
• Excellent communication and stakeholder management skills

What sets this company apart:

Our client is a leading player in the digital space known for its commitment towards innovation and customer-centricity. They offer a vibrant and inclusive work environment that fosters collaboration and continuous learning. With a strong focus on employee growth, they provide ample opportunities for professional development and career advancement.

What's next:

Ready to lead the transformation of customer experience? Apply now!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C