Senior Expert, Customer Experience (Chuyên Gia Cao Cấp Trải Nghiệm Khách Hàng)

Công việc cụ thể là gì?

1. Customer Experience Strategy - Design and maintain GBIA’s CX framework, defining guiding principles, experience pillars, service standards, and CX KPIs across the end-to-end customer 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 customer insights into actionable CX, digital product and technology requirements. - Ensure alignment across Business, Product, Technology, Data & AI stakeholders on CX priorities and roadmap. 2. Customer Experience Initiatives - Own the end-to-end development and execution of CX and digital experience initiatives, from business case and requirements through delivery and post-launch improvement. - Lead RFP development, vendor evaluation and procurement for CX-related digital products, solutions and infrastructure. - Leverage data, analytics and AI-enabled solutions to enhance customer experience, personalization and engagement. - Manage cross-functional and external stakeholders to ensure on-time, on-budget and high-quality delivery of CX initiatives. • Cấp bậc: Quản lý • Loại công việc: Toàn thời gian