EXECUTIVE – CUSTOMER EXPERIENCE MANAGEMENT

Role Accountabilities: Record and maintain customer issues on project records, using enterprise solutions for customer relationship and project management Collaborate with cross-functional enabling functions (project management, commercial, etc.) and delivery team to track, monitor and report resolution to issues Track issue history and collaborate with project team to ensure prompt resolution of issue logs, with the objective of enhancing customer experience Manage customer experience helpdesk by coordinating timely responses to customer queries Generate Management Information System (MIS) reports and dashboards Maintain client directory of active projects and enable roll-out of annual customer satisfaction surveys Identify and ensure all documentation are in compliance with regulatory requirements and appropriately assembled and archived