Deskripsi Pekerjaan
Are you passionate about revolutionizing customer journeys? Join Nexa Solutions Indonesia as our Customer Experience Officer and become the architect of unforgettable client interactions. We seek a strategic leader who will transform our customer-centric vision into reality, ensuring every touchpoint exceeds expectations. Drive our CX evolution while mentoring teams to deliver exceptional service across digital and physical channels.
Tanggung Jawab
- Design and implement end-to-end customer experience strategies aligned with business objectives
- Analyze customer journey maps to identify friction points and innovation opportunities
- Leverage qualitative/quantitative data to create actionable CX improvement roadmaps
- Collaborate with Product, Marketing, and Operations teams to align CX initiatives
- Develop KPI frameworks to measure CX success (NPS, CSAT, CES)
- Lead cross-functional CX transformation projects
- Train and empower staff on customer-centric methodologies
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field (Master's preferred)
- Minimum 5 years experience in CX leadership or customer operations
- Proven expertise in journey mapping and CX frameworks (e.g., Temkin, Forrester)
- Advanced proficiency in CRM tools (Salesforce, Zendesk) and analytics platforms
- Exceptional communication skills with ability to influence stakeholders
- Strong project management and change management capabilities
- Fluency in Bahasa Indonesia and English