Assistant Manager, Customer Satisfaction
Current- Performed project management for cross-function projects, incl. develop and manage PMO tools, coordinate initiative development, planning and prioritization process across functions, act as liasion to manage cross-function alignments and interdependences, provide overall project updates for management review etc.- Oversaw multi-channel satisfaction surveys, monitored and reported key results and findings to all levels of management, achieved brand successive top ranking in multi-brand purchase satisfaction survey- Spearheaded qualitative and quantitative customer experience research, conducted in-depth analysis with regard to pain points, opportunities and gaps in customer journey, communicated findings and action items- Supervised the customer satisfaction target achievement review on national, regional and dealer level- Led regular internal customer experience council for both working and management level, fostered customer-centricity strategic decision making, streamlined project sharing and cooperation across functions- Partnered with global counterparts to implement global-initiated market researches and CX projects- Coordinated intra- and interdepartmentally for all-level meetings, shared market CX status quo, channeled market requests and customer voices
