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About this position

The Omni Channel Manager (Customer Experience Designer) is responsible for leading the design of member journeys that enhance customer satisfaction, engagement, and spending across both online and offline platforms.

Responsibilities

• Leading the design of member journey (combine both online & offline) to increase customer satisfaction, engagement and spending end to end
• Analyze data to understand customer / member behaviors, pain points and touchpoints
• Identify pain point of current member journey and prospect member journey
• Lead cross-functional teams in the implementation of initiatives that bridge online and offline customer experiences
• Cross-functional and collaboration with different teams to find solutions (communication, touchpoint, service, application feature) to address key pain points

Requirements

• Bachelor’s degree in Marketing, Business Administration, Customer Relationship Management, Interaction Design or a related field
• 5 years of experience in User Experience / Customer Journey design.
• Strong portfolio demonstrating design expertise and customer-centered design principles.
• Interaction in design tools (e.g., Sketch, Figma, Adobe Creative Suite) are the must
• Strong communication, writing and presentation skills
• Excellent communication and collaboration skills.
• Required Skills/Abilities:
• Customer Journey Design
• Data Analysis and Technology Knowledge
• Analytical and Problem-Solving
• Marketing and Loyalty Strategy Knowledge

Benefits