Senior Customer Experience Associate
Business Development Customer Service Customer Service
年収
Location
Job Overview And Responsibility
As a Senior Customer Experience (CX) Associate, you will be responsible for driving customer experience innovation projects that enhance online and offline customer engagement. You will collaborate with cross-functional teams to design, implement, and optimize initiatives that elevate PNJ’s customer experience. Your work will be pivotal in identifying pain points, improving touchpoints, and fostering long-term customer relationships. Key Responsibilities 1. CX Innovation & Project Management • Lead and manage CX innovation projects from ideation to execution, ensuring alignment with business objectives. • Research and identify emerging trends and best practices in customer experience to apply innovative solutions. • Develop and execute pilot programs to test new CX initiatives before full-scale implementation. • Monitor project KPIs and provide actionable insights to improve effectiveness and customer impact. 2. Customer Experience Enhancement • Partner with internal teams (Retail, Sales, Marketing, and Digital) to enhance in-store and omnichannel CX touchpoints. • Design and optimize customer journeys that drive satisfaction, loyalty, and business impact. 3. Stakeholder Engagement & Collaboration • Collaborate with key stakeholders to champion customer-centric initiatives and secure buy-in for CX improvements. • Present insights, proposals, and project outcomes to senior management and cross-functional teams. • Facilitate workshops and brainstorming sessions to co-create solutions with internal teams. 4. Technology & Process Improvement • Work with IT teams to leverage technology for CX enhancements. • Identify and recommend process improvements that drive operational efficiency and better customer engagement.
Required Skills and Experience
• 5+ years of experience in customer experience, service design, retail operations, or related fields. • Proven ability to lead and execute CX innovation projects with measurable outcomes. • Excellent stakeholder management and communication skills. • Experience in the retail or jewelry industry is a plus. • Familiarity with VOC programs, NPS, CSAT, or other customer feedback methodologies. • Ability to work independently and drive initiatives in a fast-paced environment. Key Competencies • Customer-Centric Mindset: Passion for enhancing customer experience and solving pain points. • Project Management: Ability to handle multiple CX initiatives effectively. • Innovation & Problem-Solving: Creativity in designing and implementing CX solutions. • Collaboration & Influence: Strong ability to engage stakeholders across different levels. • Analytical Thinking: Ability to leverage data to drive CX improvements.
Why Candidate should apply this position
• Bonuses • Health Insurance • Leave Policy
Preferred skills and experiences
• Experience in the retail or jewelry industry is a plus.
Interview process
2 rounds interview (can be Online/Offline)
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