岗位职责
Responsibilities: • Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels. • Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle. • Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness. • Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality. • Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey. • Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement. • Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions. • Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.
职位要求
What we're looking for: • Proven experience leading customer journey, customer experience, lifecycle marketing, customer operations or service design functions. • Strong understanding of customer behaviour, customer lifecycle management and experience design principles. • Experience designing and improving end-to-end customer journeys across multiple channels and touchpoints. • Strong analytical capabilities with the ability to translate customer insights and operational data into actionable improvements. • Exceptional stakeholder management and influencing skills, with the ability to align teams around customer-centric outcomes. • Experience leading cross-functional programmes and driving change across complex organisations. • Comfortable operating in fast-paced, high-growth environments with evolving priorities. • Customer-obsessed, commercially minded and passionate about creating exceptional customer experiences at scale
