Customer Experience Manager

What’s the job?This role is responsible for building end to end solution to collect, quantify, measure, and summarize the voice of customers from different channels including contact centers, client service, online and others. Meanwhile, the person needs to deliver high quality VOC readout to senior mgmt team with clear insights, numbers, and actions for improvement on a routine basis and event-basis.Key responsibilities:Design end to end process and platform for customer voice collectionAnalyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customerDeliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt teamMaintain close and strong partnership with sales, marketing, and Ops team for VOC alignmentWe’re looking for:Motivated self-starter who can learn quickly in a fast-paced environmentService-oriented mindset and understand client service and operationsPassionate and committed professional with excellent interpersonal skillsStrong work ethic and accountabilityGreat team player who cares and willing to help other colleaguesStrong influencing skills internally & externallySolid organizational skills including attention to detail and multitasking skillsStrong analysis and presentation skillsAble to work in ChinaQualifications:Bachelor’s degree or aboveFluent English in both verbal and writtenNative Chinese speaker10 years+ working experience, with 5 years+ working experience in customer experience-related domains5 years+ working experience in Fintech/Payment/eComs companies5 years+ working experience in MNC (multi-nation company) environment