Specialist – Customer Experience (CX)

17 เมษายน 2569

สำนักงานใหญ่ กรุงเทพ

หน้าที่และความรับผิดชอบ

Voice of Customer & Insights: Collect and analyze feedback from surveys, reviews, and support data. Identify pain points and root causes and share actionable insights.
Customer Journey Management: Support or own key customer journeys. Identify gaps between designed experience and actual execution, and work with Operations, IT, Marketing, and Product teams to close them.
Customer Communication: Maintain and improve customer communication templates. Ensuring tone and messaging align with CX guidelines and reflect real processes.
CX Measurement & Improvement: Track metrics like CSAT and NPS. Analyze trends and support post-implementation reviews to drive continuous improvement.
CX Projects & Collaboration: Own assigned CX projects and initiatives, coordinate timelines and deliverables with cross-functional teams across the organization and ensure each project is executed in line with its objectives and goals.
CRM & Retention Support: Support customer retention campaigns, work closely with the data team to track performance, and summarize insights to support the development and improvement of future campaigns.

คุณสมบัติ

Bachelor’s degree in business, Marketing, Communications or related fields
3–7 years of experience in Customer Experience, Service Design, CRM, Marketing Communication, or related roles
Ability to turn customer insights into actionable improvements
Strong understanding of end-to-end customer journey
Proven ability to collaborate across functions
Data-driven with knowledge of CX metrics (CSAT, NPS)
High ownership with a strong execution mindset