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Job Title:  Digital Experience Supervisor

Division:  Customer Experience, Brand and Communica
Department:  Digital Business Department

Ho Chi Minh, VN


Job Summary

The Supervisor of Digital Experience Project Team takes active leader role to carry out action plans, digitalization projects to execute company’s UNTACT strategy in delivering and innovating customer relationship, dedication, and satisfaction across customer journey.

Key Roles & Responsibilities

  • Actively join digital projects and implement digitalization initiatives in all business aspects to support customer experience improvements delivered with proper technologies and processes, include but not limited to set-up project timeline, understand and analyze business requirement properly, follow-up tasks, do User-Acceptance-Test, etc. in respect of objectives well delivery on-time
  • Be owner of digital assets including customer mobile application and website; onboarding / offboarding processes; and Customer Communications Dashboard
  • Support Team Head to identify room for improvement, design online customers journeys including UI/UX, based on products & processes development, for digitalization projects implementation, in strict consideration of online nature matching and proper customer experience
  • Continuously review customer journey and interactions across the company through the customer eyes and put in place several building blocks of a comprehensive improvement in customer experience
  • Be owner of improvement journey and performance monitoring for all digital projects, online platforms, digital processes which have been developed and/or owned, in collaboration with stakeholders across the Company
  • Support Team Head to review all correspondence and/or customer communications to ensure standard Customer Experience level in the total view
  • Other assigned tasks by Department Head, Division Head

Job Requirements

1. Education background: University Graduated

2. Minimum Experience

  • Preferable experience in Digital Transformation project management and execution 
  • 03 years working experience in hospitality industry preferably in consumer finance, banking or other relevant business sector
  • Experience in Project implementation is an advantage

3. Knowledge, Competencies, Skills

  • Project Management skills
  • Ability to master UI/UX tools
  • Technology innovation oriented from business view
  • Card business knowledge is preferrable
  • Highly “customer focus”
  • Be able to multi-task, focus in details and adhere to timelines
  • Communication and influencing skills will be exceptional and always deliver a positive outcome, even where conversations are challenging.
  • Have execution capabilities – engaging relevant stakeholders and managing expectations around timing, process etc.
  • Fluent oral and written communication skills in both English and Vietnamese

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