Responsibilities
- Digital
Applications Support & Management
- Support the day-to-day management of
customer-facing digital applications, including customer portals, mobile
applications, and self-service platforms.
- Gather and document business requirements, user
stories, and functional specifications for system enhancements and new
initiatives.
- Coordinate with technology teams, vendors, and
business stakeholders throughout the development and testing lifecycle.
- Participate in User Acceptance Testing (UAT),
defect tracking, and validation of system enhancements before deployment.
- Monitor application performance, user adoption,
and customer feedback, and recommend enhancements where appropriate.
- Assist in release planning, change requests, and
post-implementation reviews.
2.Project
Coordination & Stakeholder Management
- Support end-to-end pre-and post-delivery
coordination, from requirements gathering, production monitoring and issue
management.
- Serve as a liaison between business users,
operations teams, and technology teams to support project delivery and issue
resolution.
3. Adoption
& Benefits Realization
- Support in user communications, training
coordination and materials preparation
- Track key performance indicators (KPIs) and
project outcomes to measure the effectiveness of CX and digital initiatives.
- Assist in monitoring benefits realization,
including periodical user activation/utility campaigns.
4. CX
Lifecycle Management
- Assist in mapping and maintaining customer
journeys, identifying customer pain points and opportunities for improvement
across different touchpoints.
- Support the management of customer experience initiatives across the customer lifecycle, including onboarding, servicing, engagement, retention, and advocacy.
- Monitor customer feedback, service performance,
and experience metrics to identify trends and recommend improvements.