Customer Experience

Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are pluggedRegular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experienceEnsuring the Customer Experience strategies are aligned to the larger marketing and business goals and outcomesCollect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parametersEducation Background min Diploma (Math, Science, IT/Information System, Economy, Communication)Experienced in the same field min. 1 yearsExperienced in SaaS CompanyUnderstand qualitative or quantitative researchInterested with data such as analytics, survey, understand about customer mapping journeyGood listening skill and empathyGood in project management and collaboration with various functional stakeholderHave an agility, flexibility and good speed (fast response)Able to easily read and interpret the data analytics (data management)**Benefit**:Competitive SalaryAttractive incentive & BonusesFree LunchProfessional Development (Training, Coaching)**Weelfare**: BPJS (Ketenagakerjaan & Kesehatan)Office Hour 08.30-16.30 (Mon-Fri)