Công ty Cổ phần Chứng khoán Thành phố Hồ Chí Minh

- Lead the design and implementation of user experience on digital platforms/ tools: • Apply user-centered design solutions that meet business requirements • Facilitate product vision by concepting, wireframes, visual design, and prototyping experiences for digital products • Provide directions on conducting user research, such as requirements elicitation, field observations/ evaluation and usability testing. - Strategic thinking and foresight: • Foresee market changes, dynamism in customer expectations and strategy to guide the company to live up to those expectations in the fast-evolving digital world. • Responsible for driving CX strategy trends in the organization’s domain of business. • Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels - Ability to understand business objectives and align CX accordingly: • Clear understanding of the company’s business objectives to strategize CX efforts such that it contributes to the achievement of the business goals. • A clear picture of business objectives and the ability to align CX with the same, puts the Senior Customer Experience in a stronger position to get buy-in from the CEO and CXOs and to propagate a customer-centric culture within the organization. • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy. - Interpersonal, networking and influencing skills: • Liaise with or convince CEO, other CXOs, leaders and business stakeholders to align with the customer experience strategy, product and service design which requires great interpersonal, communication and influencing skills. • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the predefined customer journey. - Problem-solving and analytical skills: • Leverage data insights for constantly enhancing customer experience • Extracting useful or actionable information from data analytics along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently. • Identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in-class customer experience • Have data-driven mindset and an aptitude for technology - Working backwards to lead the end-user experience: • Visualize end-user experience and then work backwards to plan, strategize, and execute CX efforts to deliver great experiences • Crystal gaze what a customer will experience through each interaction with the brand, across touchpoints and then design the CX strategy accordingly