Senior Operations Performance Management Specialist

Responsible for measuring and monitoring CX performance through periodic CX metrics and reportsResponsible for customer related journey/process monitoring, mapping and management Responsible for planning, implementing or supporting implementation of initiatives/activities based on analytics from key CX metrics collectedResponsibilitiesMonitor, mapping and manage customer journey experience with FECSupport the development and in charge of maintaining and tracking periodic list of customer related journeys/processesAnalyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholdersConduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CXSupport monitor or implement initiatives/programs/projects to improve CX performancePerform the department’s role in the implementation of the initiatives/programs/projects (executor role, vendor monitoring, or implementation monitoring)Ensure initiatives/programs/projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).Conduct communication work for related initiatives/programs/projects in the DepartmentMonitor and improve performance of assigned initiatives/programs/projectsResolve & escalate to authorities’ level departmental issues in assigned functionsUndertake other tasks assigned by line manager