Sr. Team Leader Customer Experience

Support the execution of customer experience initiatives across the Group by conducting journey mapping, collecting and analyzing feedback, monitoring service standards and coordinating with business units to ensure consistent and seamless customer interactions across all touchpoints.Strategy, Policy and Procedure Support in implementing the Group’s customer experience framework, policies and service standards in alignment with 7X goals.Ensure compliance with established CX guidelines and escalation procedures within assigned business units.Ensure compliance with the laws and regulations stipulated in the system of labour policies and administrative regulations (Attendance, Absence, Career commitment).Deal with sensitive and confidential information related to work with discretion to protect the interests of 7X group.Customer Journey & Experience DesignConduct mapping of customer touchpoints and highlight pain points or improvement opportunities across all touchpoints and channels (physical, digital, support and onboarding).Identify common bottlenecks, delays or inconsistent service points that impact satisfaction and provide recommendations.Collaborate with frontline staff (call center, branch staff, delivery teams) to capture recurring issues and customer expectations.Consolidate insights into structured reports highlighting trends, sentiments and areas for management action.Support the implementation of small-scale projects that enhance customer experience.Track pilot results and provide feedback on customer reactions, adoption rates and operational impact.Monitor first-contact resolution and support service teams in aligning to CX standards.Rollout StrategyAssist in rollout activities for new services or products by preparing communication materials to ensure clarity of service changes or new product features and monitor customer response.Coordinate with marketing, operations and customer service teams to ensure consistency of messaging across all channels.Track customer inquiries, complaints and feedback related to new rollouts and prepare summary reports highlighting early adoption trends, recurring issues or training needs.Escalate significant concerns to the Sr. Team Leader/Manager for corrective action planning.Support pre-rollout readiness checks, test runs and provide on-the-ground launch assistance to ensure seamless customer service readiness.Customer Feedback & AnalyticsCollect, categorize and track customer feedback from multiple channels (NPS, CSAT, complaints, surveys) and escalate recurring issues for planning resolution.Maintain dashboards, logs and trackers to support analysis.Generate summary reports highlighting trends and opportunities.ReportsTrack KPIs and prepare periodic updates on customer satisfaction and service performance across the Group.Support the preparation of presentations and reports for internal stakeholders and recommend corrective action.Synergies with StakeholdersLiaise with BU customer service teams to share findings and follow up on implementation of improvements.Support cross-functional coordination for CX initiatives.Other Tasks Perform any other responsibilities relating to this job request or work task as allocated by the Line Manager.Qualifications and Knowledge: Bachelor’s degree in business administration, Marketing or a related field.Experience:3-4 years of experience in customer service, CX coordination or CX metrics within large-scale organizations.Technical Competencies:Familiarity with customer journey mapping, VoC tools and CX metrics.Customer service quality.Basic knowledge of Lean, Six Sigma or process improvementStrong communication analytical and reporting skills.