CX Delivery & Improvement Specialist
- Conduct service socialization, monitoring, refreshment sessions, and service development programs for branch frontliners (Customer Service, Teller, Security, Branch Convenience, and ATM) across all banking networks, including Conventional, Sharia, and Premier segments.
- Support the improvement of service quality within Customer Care by implementing service awareness programs, monitoring service delivery, conducting refreshment training, and collaborating with related units to ensure service standards, staff capabilities, and resolution of customer pain points meet established targets.
- Identify customer pain points across multiple channels, including walk-in channels, digital channels, and Customer Contact Center (CCC).
- Develop improvement recommendations and coordinate cross-functionally with relevant business units to ensure effective implementation of customer experience enhancement initiatives.
Qualifications & Requirements
- Minimum 5-7 years of experience in Customer Experience (CX), Service Quality, Customer Care, or Service Improvement roles, preferably in the banking or financial services industry.
- Strong understanding of customer journey, service excellence frameworks, and CX improvement methodologies.
- Experience in service program development, training facilitation, or service monitoring is an advantage.
- Familiarity with omnichannel customer service environments (branch, digital, and contact center).
- Strong analytical skills with the ability to identify customer pain points and translate them into actionable improvement initiatives.
- Excellent communication and presentation skills, with the ability to conduct service socialization and training sessions.
- Strong stakeholder management and cross-functional coordination skills.
- Proactive, detail-oriented, and capable of managing multiple initiatives simultaneously.
- Strong problem-solving skills with a customer-centric mindset.
