Digital Customer Experience Lead

Entry Requirements

• Possess a bachelor’s degree
• Minimum 2-4 years of work experience in digital CXP management
• Excellent interpersonal skills along with basic analytical and data management skills

Digital Customer Experience Lead would be responsible for ensuring the most rewarding customer care experience offered via the digital lifestyle app. This outcome will be measured through a set of core KPIs including the app rating, the NPS, CSAT and resolution rates. The role also holds the responsibility of managing the associated costs of the customer care operation.

• Managing the Digital CXP of the App and the disseminator of all outbound communications including App related releases, new launches, feature additions, version updates sharing with the Dialog Customer care center
• Coordinating different stakeholders within the App Ecosystem while managing all inbound feedback from the Dialog customer care touchpoints
• Responsible for working closely with the product owners of mini app or the App UI/UX teams to simplify or smoothen the digital CXP journey
• Developing SOPs and SLAs for managing the Customer Care for the digital customer CXP journey and managing them with the call centers and other customer touchpoints