We are seeking a motivated individual to support our Customer Experience (CX) and Digital initiatives. The incumbent will support the management and enhancement of customer-facing digital platforms, coordinate digital projects, drive user adoption and contribute to customer experience improvements across the customer lifecycle.

Responsibilities

1. Digital Applications Support & Management

Support the day-to-day management of customer-facing digital applications, including customer portals, mobile applications and self-service platforms.
Gather and document business requirements, user stories and functional specifications for system enhancements and new initiatives.
Coordinate with technology teams, vendors and business stakeholders throughout the development and testing lifecycle.
Participate in User Acceptance Testing (UAT), defect tracking and validation of system enhancements prior to deployment.
Monitor application performance, user adoption and customer feedback, and recommend enhancements where appropriate.
Assist in release planning, change requests and post-implementation reviews.

2. Project Coordination & Stakeholder Management

Support end-to-end project coordination, including requirements gathering, production monitoring and issue management.
Act as a liaison between business users, operations teams and technology teams to support effective project delivery and issue resolution.

3. Adoption & Benefits Realisation

Support user communications, training coordination and preparation of training materials.
Track key performance indicators (KPIs) and project outcomes to measure the effectiveness of CX and digital initiatives.
Assist in monitoring benefits realisation, including periodic user activation and utilisation campaigns.

4. Customer Experience (CX) Lifecycle Management

Assist in mapping and maintaining customer journeys to identify customer pain points and opportunities for improvement across various touchpoints.
Support customer experience initiatives across the customer lifecycle, including onboarding, servicing, engagement, retention and advocacy.
Monitor customer feedback, service performance and experience metrics to identify trends and recommend improvements.

Requirements

Bachelor’s or Master’s Degree in Business, Information Systems, Engineering or a related discipline.
1–2 years of relevant experience in Customer Experience (CX), digital platform management, business analysis, project management, operations or related functions.
Experience in financial services, insurance, consulting or other customer-focused industries would be an added advantage.
CX, Digital Product, Agile or other relevant digital certifications would be an added advantage.
Good analytical and problem-solving skills with strong attention to detail.
Good communication, interpersonal and stakeholder management skills.
Able to coordinate effectively across business and technology teams.
Proactive, adaptable and comfortable working in a fast-paced environment.