Executive, Customer Experience

Job Overview:

The Executive, Customer Experience supports the delivery of consistent and positive member experiences across HomeTeamNS. The role primarily supports Customer Experience operations while contributing to digital systems, service capability, service excellence and continuous improvement initiatives.

Working closely with internal stakeholders and frontline teams, the Executive will support day-to-day CX activities, identify service improvement opportunities and contribute to initiatives that strengthen the overall member journey.

Responsibilities:

A. Customer Experience Operations & Improvement

Support the delivery of consistent and positive member experiences across key touchpoints by addressing service matters, monitoring service performance and working with operational teams to identify and implement practical improvements.

Key Responsibilities

· Support the management and response to member feedback, enquiries and service recovery matters, including appropriate escalation of complex cases.

· Monitor adherence to Customer Experience service standards and identify opportunities to strengthen service delivery.

· Partner with frontline and operational teams to address service gaps and implement practical service improvements.

· Provide guidance and support to frontline teams to promote consistent service delivery across member touchpoints.

· Review member feedback and service performance data to identify recurring issues, trends and opportunities for improvement.

· Support the tracking of relevant Customer Experience KPIs and preparation of reports and management updates.

· Support the implementation and monitoring of improvement actions arising from member feedback, service performance and operational needs.

B. Systems & Digital Platforms

Support the effective use and continuous improvement of Customer Experience systems and digital platforms to enhance operational efficiency and the member experience.

Key Responsibilities

· Support the administration and effective use of CRM, customer engagement, contact centre, feedback and related CX platforms.

· Support system testing, enhancements and implementation activities.

· Work with internal stakeholders and vendors to resolve system-related issues and improve functionality.

· Support customer data reporting and dashboards to provide useful operational insights.

· Identify opportunities to use digital tools to improve CX processes and member journeys.

C. Capability Development & Service Excellence

Support initiatives that strengthen service capabilities, standards and a consistent service culture across HomeTeamNS.

Key Responsibilities

· Support the planning and coordination of Customer Experience training, onboarding and capability development programmes.

· Facilitate training sessions, workshops and service interventions where required.

· Develop and maintain learning resources and service-related content.

· Support service quality assessments and identify opportunities for capability improvement.

· Coordinate service recognition, employee engagement and service excellence initiatives.

· Support learning journeys and opportunities to share relevant service practices across the organisation.

· Work with internal stakeholders and external partners in the delivery of CX capability and service excellence initiatives.

D. CX Coordination & Support

Provide coordination and operational support to enable the effective delivery of Customer Experience priorities and initiatives.

Key Responsibilities

· Maintain relevant CX documentation, records, reports and operational resources.

· Support procurement, budget monitoring and vendor coordination activities where required.

· Coordinate meetings, documentation and follow-up actions.

· Support the maintenance of relevant SOPs, guidelines and workplans.

· Provide support across CX portfolios and cross-functional initiatives where required to ensure effective workload management and business continuity.

Requirements:

· Diploma or Degree in Customer Experience, Business, Hospitality, Marketing, Communications or a related discipline or relevant experience in customer experience, service operations, customer engagement, contact centre or a related field.

· Strong communication, interpersonal and stakeholder management skills.

· Strong analytical, problem-solving and organisational abilities.

· Comfortable working with digital systems and learning new technologies.

· Proficient in Microsoft office suite, particularly Excel and PowerPoint.

· Experience with survey and customer feedback platforms (preferred, not essential).

· Familiarity with content creation tools such as Canva (preferred, not essential).

· Basic video editing skills (preferred, not essential).

· Able to work collaboratively across teams while independently managing assigned responsibilities.

· Customer-focused, adaptable and willing to develop capabilities across different areas of Customer Experience.