Assistant Manager, Experience Design & Digital CX

We are seeking an innovative and customer-centric Assistant Manager to join our Customer Experience (CX) team.

In this role, you will support the Director and Senior Manager in leading and executing initiatives that enhance both digital and physical touchpoints by uncovering customer needs, mapping and improving journeys, translating insights into actionable solutions.

Your focus will be to drive digital experience and adoption projects leveraging data, analytics and AI to deliver One Unified Experience.

This role is ideal for someone who thrives at the intersection of customer insight, experience design and digital innovation and is passionate about building seamless, loyalty-driven experiences.

Digital Experience & Innovation

• Managing customer facing AI Agents.
• Support in managing Digital Adoption Projects.
• Lead User Acceptance Testing, portal trials and enhancement initiatives.
• Support in developing and implementing AI driven solutions and automation tools that enhance both physical and digital touchpoints. (e.g. AI Agent, Customer 360, portal improvements)
• Support Mystery Shopping of current offerings.
• Support in the collaboration with IT, Business Units and Marketing

Customer Experience Design and Insights

• Plan, conduct and facilitate stakeholder discussions, workshops, user surveys and interviews to uncover customers' needs and pain points.
• Translate findings that will guide digital and phygital experience design into actionable recommendations.
• Analyse customer feedback and operational data , building dashboards and prepare monthly reports.
• Work with Business Units understand pain points and track service performance
• Contribute to CX workplan and innovation efforts aimed at enhancing service delivery and customer loyalty.

Service Delivery

• Supporting in the Feedback Management Process
• Assist in the rollout of new Salesforce features (Survey, Service Console) and in the administration of the Knowledge Module to enhance service operations and customer support efficiency.

Other Duties

• Act as the deputy to the Senior Manager in her absence, ensuring business continuity and operational excellence.
• Mentor and guide team members in digital adoption, CX methodologies and data utilisation.

Qualifications & Preferred Knowledge/Skills

• Degree in Business, Marketing or equivalent.
• Min 6 years of work experience, preferably in customer experience or user experience with exposure to digital initiatives.
• Skilled in design thinking, customer journey mapping and service blueprint.
• Experienced with CRM systems, databases and analytics tools (e.g. Salesforce, Tableau, Power BI).
• Proficient in Microsoft Excel, Word and PowerPoint at an intermediate level.
• Strong analytical, conceptualisation and project management skills.
• Excellent presentation, stakeholder engagement and facilitation abilities.