Head of Customer Experience Management (40001411)

Job Purpose

The job holder towards uniformity in principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, while ensuring that touchpoint/customer interaction management departments apply the principles appropriately and effectively.

Key Accountabilities (1)

1. Build bank-wide customer experience governance policy/framework & measurement, analysis:

- Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX).

- Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible.

- Define measurement system to measure CX metrics for bank-wide and BUs.

- Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level.

2. Manage customer experience on social media:

- Assure/Govern the social playbook; governance and ownership of followers growth.

- Listen and handle social media.

- Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division.

Key Accountabilities (2)

PEOPLE MANAGEMENT
- Oversee human resources planning and execution (headcount & costs) of their function
- Attract, onboard and retain the right talents for a high- performing team
- Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage function performance & provide feedback regularly (following the annual performance management cycle);
- Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Identify and monitor personal, professional development and career advancement of talents in the function
- Act as a role model and promote corporate culture at function level
- Understand & communicate relevant HR offerings to team members.

Key Accountabilities (3)

1. Build an effective working environment:

- Interact to support colleagues in the same department, update information and aim for long-term cohesion.

- Comply with established working regulations and organizational culture.

2. Actively improve capacity and develop yourself:

- Implement the plan to improve personal capacity as agreed with the management.

- Actively discuss with management about personal development aspirations to agree on a roadmap.

Other duties as assigned by Chief Marketing Officer.

Success Profile - Qualification and Experiences

Qualifications:
- University or higher
Work Experience:
- Minimum 14 years professional experience
- At least 10 years in management position
Foreign Language:
- English, level 4 (TOEIC > 750)