CX Assurance Partner - Mass Segment
Description:
Description
Establish and review policies, procedures, thresholds, metrics, and working guidelines related to maintaining customer experience. Analyze CX journey mapping and assess potential events that may deteriorate the experience, as well as potential process improvements. Design and lead the implementation of CX forecasting and monitoring tools. Provide early detection alert for incident response (preventive and corrective) to relevant functions. Coordinate with technical and business team for incident response (i.e. commercial war room creation) Perform post-incident analysis to evaluate the effectiveness of incident rectification measures and highlight any lesson learned to identify potential preventive action / future risk mitigation measures. Develop regular and ad-hoc customer experience campaign strategy in coordination with e...