Senior Expert, Customer Experience

Lương không công khai

Hà Nội

Nghỉ trọn T7, CN

Hạn chót 10/10/2026

Đăng 14 ngày trước

Ít hơn 5 ứng viên

Yêu cầu công việc

- Bachelor’s degree in economics, business, hospitality, or a related field; master's degree is a plus. - 5+ years of experience in customer experience (CX), product development and design, B2C operations and hospitality. - Experience in airports, smart cities or other infrastructure/greenfield programs is a big plus. - Strong understanding of CX principles, segmentation, customer journey design and product development methodologies. - Exceptional stakeholder management skills, with proven comfort operating at senior executive / C-suite level. - Strong analytical thinking, with the ability to identify root causes and propose improvement solutions. - Fluent in basic AI tools, proficient in Excel and PowerPoint. - Professional fluency in English and Vietnamese, written and spoken. - Excellent communication and presentation skills, with a genuine customer-centric mindset. - Proactive, responsible, and comfortable operating in a dynamic & fast-paced environment.

Yêu cầu nên có

Experience in airports, smart cities or other infrastructure/greenfield programs

Công việc cụ thể là gì?

I. JOB OBJECTIVE - Responsible for shaping and executing GBIA's end-to-end customer experience (CX) strategy — translating strategic direction into structured CX frameworks, customer journeys, and digital platforms. This role owns the digital product roadmap across guest-facing and internal channels, leads end-to-end delivery of key CX initiatives, and contributes to the design of GBIA's loyalty program in support of a direct guest relationship model and long-term non-aero revenue growth. II. DUTIES AND RESPONSIBILITIES 1. CX Strategy - Design and maintain GBIA's CX framework, defining guiding principles, service standards, and experience pillars across the guest journey. - Build and continuously refine customer personas and end-to-end customer journeys across passenger and non-passenger segments (e.g. drivers, greeters). - Identify key touchpoints and moments that matter, translating insights into actionable experience improvements – business and technical requirements as well as CX policies and standards. - Ensure alignment across internal stakeholders on CX priorities and roadmap. 2. CX Initiatives - Own end-to-end development and execution of CX initiatives, from business case through delivery (e.g. experience showcase areas, CX research/survey programs). - Lead RFP development, vendor evaluation, and procurement processes for CX-related initiatives and infrastructure. - Manage cross-functional and external stakeholders throughout initiative delivery to ensure on-time, on-budget execution. • Ngày làm việc: • Giờ làm việc: • Cấp bậc: • Loại công việc:

Cơ hội việc làm Senior Expert, Customer Experience

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Senior Expert, Customer Experience

Yêu cầu công việc

Yêu cầu nên có

Công việc cụ thể là gì?

Cơ hội việc làm Senior Expert, Customer Experience

Tìm việc làm theo ngành nghề

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Tìm việc theo cấp bậc

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