Phan Thu Thao Email & Phone Number

Vietnam

Behind every business

Vietnam

Design and implement a customer journey process, including but not limited to user-flow, user interfaces, product support processes, and internal organization processes to deliver a best-in-class customer experienceDeliver the system of Voice of Customer (VOC) and collect the feedback, analyzed, prioritize and divide to the business requirements, put into priority and deliver to customerCreates a methodology and manage the center of competence for developing customer experience in digital channels and implements it in use with other parts of the digital team, as well as related business lines of the bank and related departments Manages the ongoing synthesis of relevant Customer data, business analytics and intelligence, to increase effectiveness and efficiency, vision and principles and uplift CX and Customer LoyaltyDesigns and develops best in class digital customer experiences across all technology-driven interfacesManages all user experience, working with Product, IT, Ops to ensure simplicity of all front-end design, and that the customer is at the heart of all designManages customer communication touchpoints including but not limited to service & customer information emails, app communicationsManages the Service Call Centre, ensuring customer service levels are kept above industry benchmarks. Further, the role ensures the right protocols/procedures for front-line facing employees to enhance the customer experienceDevelops modern methods and channels of communicating with customers and collecting feedbackResponsible to deliver target NPS of digital products, services and channels

Vietnam

Cx Master, Customer Experience Mangament

Education record