Vice President, Customer Experience

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Date: 12 Jun 2024

Location: Braddell, SG

Company: Network For Electronic Transfers (S)

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

Position Summary

 

NETS is an integral part of daily life in Singapore, providing innovative and diverse digital solutions, for physical and online payments. NETS ensures that each payment each payment is made seamlessly for an enjoyable experience for our customers (merchants and consumers).

We are looking for a Customer Experience Manager who is customer-centric, detail-oriented, and passionate to drive improved processes and strategies to provide excellent customer experience.

 

Key Responsibilities

 

  • Review, develop and implement strategies to improve customer experience across NETS suite of product/services for customers.
  • Monitor and analyze customer feedback and behavior to identify areas for improvement.
  • Oversee the development and implementation of customer experience guidelines and policies across NETS cross-functional teams, across all product/services touchpoints.
  • Conduct regular reviews of customer interactions to ensure quality and consistency.
  • Keep abreast of industry trends and best practices to continuously improve the customer experience.
  • Lead customer satisfaction initiatives and monitor metrics to track progress and identify areas for improvement.
  • Analyze data and provide management reports on customer experience metrics.
  • Stay informed about the NETS products/services to effectively address customer inquiries and concerns.

 

Requirements

 

  • University degree in related discipline or equivalent industry related experience
  • At least 2 years experience in customer experience role
  • Strong background in customer experience/service, understanding customer needs and pain points is an advantage
  • Project management skills/experience (effective planning, implementing and monitoring customer experience improvement initiatives) is an advantage.
  • Able to establish effective relationships with peers and stakeholders

 

 

 

 

Network for Electronic Transfers (Singapore) Pte Ltd.