Executive, Customer Experience & Digital Solutions

Responsibilities

1.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.