Jawatan Kosong 2023 di Lembaga Pembiayaan Perumahan Sektor Awam (LPPSA) | Permohonan adalah dipelawa daripada Warganegara Malaysia yang berkelayakan dan berumur tidak kurang dari 18 tahun pada tarikh tutup iklan ditawarkan untuk memohon jawatan kosong di Lembaga Pembiayaan Perumahan Sektor Awam (LPPSA)
Positions:
1. HEAD OF SECTION, CUSTOMER EXPERIENCE
Job Description:
We are looking for an experienced and innovative Head of Section for Customer Experience to lead our customer-centric initiatives, with a primary focus on enhancing the customer journey, improving customer UI/UX, optimizing digital platforms, developing and executing a unified customer communication plan, managing complaints monitoring and solution, monitoring the voice of customer, driving awareness campaigns, conducting and analyzing customer satisfaction survey and overseeing mobile apps experiences. In this role, you will play a crucial role in ensuring our customers receive an exceptional service and remain highly satisfied.
Key Responsibilities:
1. Customer Journey Mapping:
• Expertise in customer journey mapping
• Able to identify pain points and areas for improvement in the customer journey.
2. Customer Satisfaction Survey:
• Planning, design and distribution
• Data collection and analysis
• Report generation, documentation and feedback interpretation
• Action planning, communication and follow-up
• Continuous improvement, monitoring and evaluation
• Stakeholders engagement
3. UI/ UX Knowledge:
• Understanding of user interface (UI) and user experience (UX) principles
• Able to collaborate with design teams to improve digital interfaces.
4. Digital Platform Management:
• Experience in development and maintenance digital platforms, including LiA Chatbot, Live Chat and WA.
• Knowledge of digital trends and emerging technologies.
5. Unified Customer Communication Plan and Omnichannel Strategy:
• Develop and implement a unified customer communication plan and omnichannel strategy that ensures consistent messaging and branding across all customer touchpoints including online, offline, and social media.
6. Complaint Management, Monitoring and Solution:
• Establish a robust procedure and system in handling customer complaints and resolving issues promptly and effectively.
• Monitor complaint trends and implement corrective actions to prevent recurring issues.
7. Voice of Customer:
• Design and execute initiatives to capture the voice of customer through surveys, feedback mechanisms, and data analysis.
• Translate customer feedback into actionable insights for continuous improvement.
8. Awareness Campaigns:
• Plan and execute awareness campaigns to educate customers on the products, services, and any updates or changes.
• Monitor the effectiveness of campaigns and adjust strategies as needed.
9. Mobile Apps Management:
• Manage the development, updates, and optimization of mobile apps to provide a seamless and engaging mobile experience for customers.
10. Project Management Skills:
• Experience with project management methodologies to successfully execute customer experience initiatives.
11. Cross-functional Collaboration:
• Collaborate with various divisions and departments such as Corporate Communication, Product Development, and ICT to align customer experience initiatives with business goals.
12. Budget Management:
• Experience in managing budgets and allocating resources efficiently.
Qualifications:
• Bachelor’s degree in business, Marketing, or a related field (master’s degree preferred).
• Proven experience in Customer Experience or a related role, with a minimum of 7 - 10 years in a leadership position.
• Strong understanding of customer journey mapping, UI/ UX principles, digital platforms, communication strategies, and complaint management.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in data analysis and customer experience measurement metrics.
• Strategic thinker with a customer-centric mindset.
• Experience with project management and cross-functional team collaboration.
Makluman:
i. Permohonan untuk senarai kerja kosong di atas adalah melalui Jobstreet. Oleh demikian, anda dikehendaki mendaftar terlebih dahulu sebelum memohon. Tutorial mendaftar dan memohon ada admin sediakan di sini
ii. Jika sudah mendaftar, anda bolehlah memohon jawatan kosong di atas dengan menekan link yang admin sediakan di bawah. Semoga anda diberikan rezeki oleh Nya untuk memperoleh pekerjaan yang diidamkan. Aminn..
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Close date : 17 November 2023
Public Sector Home Financing Board (LPPSA) is not for everyone. We seek only the BEST. We look for talents who are passionate about contributing to LPPSA and the nation, committed to high standards of work delivery, highly competent in their relevant areas of expertise and able to rise to the challenge of managing adversity in a high performing organization.
We believe in putting in place good people, suitable infrastructure, effective systems and processes to facilitate our business operations. We aim to build a strong talent pool by creating a good working culture that is conducive for our people to stay with us for the long term. We offer competitive remuneration package, continuous professional development and career progression for the right candidates.