Director, Customer Experience

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Business Leadership
Job Code: 1721
The Director of Customer Experience is expected to establish and drive the UX/CX of support and service process flows on all agent assisted or automated interactions for best-in class post-sales experience. The position is to influence changes at all levels in the Customer Advocacy Department to create a culture of putting the customer experience front and center. The position is responsible for improving the quality and efficiency of contact interactions and case resolutions, as well as identifying the root causes of and designing the common or high impact end-to-end customer engagement. This role will create and track digital journeys and define self-service and in-product support and purchase experience. The position will be managing and scale a team based remotely and in various Razer offices as needed.

Job Responsibilities

  • Champion the customer experience; interfacing with key stakeholders across the Customer Advocacy Department to push positive and fluid changes.
  • Define and build customer experience strategy, framework and tools, aligning to the strategy of Customer Advocacy Department.
  • Develop key benchmarks and measure of successes for customer experience
  • Lead Razer UX/CX Council for the purpose of creating great customer experiences
  • Act as key stakeholder and consultant in customer experience impacting initiatives across the company.
  • Keep up to date on emerging industry trends and changes that affect the customer experience.
  • Build a masterful understanding of our customers and their needs and pain points by leading qualitative research efforts and be their advocate throughout the rest of the organization.
  • Partner closely with teams such as TS/CS, repair center, digital support and service technology operations, as well as other stakeholders, to lead best-in-class customer experience across all ecommerce and agent/customer support tools.
  • Ensure UX/CX consistency across all customer interaction and contact channels by developing necessary processes, standards and guidelines
  • Balance UX/CX best-in-class practices, aesthetics and user research with data and analytics when making decisions

Pre-Requisites

  • Bachelor’s degree or equivalent work experience 10+ years global customer support and/or service, ecommerce and digital support channel experience on consumer electronics hardware and software
  • 7+ years experience with third party contact center vendors operations is required
  • Native English speaker. Fluent Mandarin speaking skill a strong plus
  • Strong analytical and problem solving skills
  • Strong project management skills including conceptualization, planning, scheduling, prioritization, action items tracking, and project communication
  • Ability to work with global teams across multiple cultures
  • Ability to work in a fast-paced environment and ability to prioritize work and focus on generating business results
  • Ability to formulate data-driven decisions with sound business judgement
  • Attention to detail with excellent organizational capabilities
  • Ability to prioritize with superior time management skills
  • Ability to communicate corporate objectives ensuring understanding and action in order to achieve goals
  • Excellent interpersonal, verbal and written communication skills
  • Inspire team members toward a culture of customer centricity and continuous improvement
  • Focused on generating measurable results
  • Ability to work under pressure and manage multiple activities at the same time