Head of Customer Experience Management (40001411)

Job PurposeThe job holder towards uniformity in principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, while ensuring that touchpoint/customer interaction management departments apply the principles appropriately and effectively.Key Accountabilities (1) Build bank-wide customer experience governance policy/framework & measurement, analysis: Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX). Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible. Define measurement system to measure CX metrics for bank-wide and BUs. Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level. Manage customer experience on social media: Assure/Govern the social playbook; governance and ownership of followers growth. Listen and handle social media. Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division.Key Accountabilities (2)PEOPLE MANAGEMENT Oversee human resources planning and execution (headcount & costs) of their function Attract, onboard and retain the right talents for a high- performing team Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line Manage function performance & provide feedback regularly (following the annual performance management cycle); Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc. Motivate and recognize team members’ contributions towards the team’s shared goals Identify and monitor personal, professional development and career advancement of talents in the function Act as a role model and promote corporate culture at function level Understand & communicate relevant HR offerings to team members.Key Accountabilities (3) Build an effective working environment: Interact to support colleagues in the same department, update information and aim for long-term cohesion. Comply with established working regulations and organizational culture. Actively improve capacity and develop yourself: Implement the plan to improve personal capacity as agreed with the management. Actively discuss with management about personal development aspirations to agree on a roadmap.Other duties as assigned by Chief Marketing Officer.Success Profile - Qualification and ExperiencesQualifications University or higherWork Experience Minimum 14 years professional experience At least 10 years in management positionForeign Language English, level 4 (TOEIC > 750)