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Customer Experience Manager

True Corporation Public Company Limited
True Corporation Public Company Limited (Bangkok, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
True Corporation Public Company Limited
True Corporation Public Company Limited was created from the merger of two Thai organizations with solid foundations: True Corporation Public Company Limited and Total Access Communication Public Company Limited. There is a strong commitment to serving all Thai people and new customers in the region by upgrading networks and digital services to improve quality of life, and sustainable living, and create opportunities for inclusive prosperity. Telecom-Tech Company under the name of True Corporation Public Company Limited, we aims to develop various services to connect consumers and Thai businesses to become a force to drive Thailand’s digital economy. Both businesses and consumers will benefit from the new company’s potential that helps attract world-class talented people including investing in infrastructure and startups. The combined potential of the new company will help drive Thailand’s digital agenda forward in leaps and bounds towards becoming a regional technology center that is also recognized globally. From developing and creating new services that had never happened before, such as telemedicine, virtual world technology, including AV and VR, smart cars, and smart homes, we will foster an environment ripe for innovation across various sectors. This integration of cutting-edge technology into everyday life will not just revolutionize convenience but also enhance accessibility and efficiency in numerous aspects. It's a journey into the future where the boundaries between the physical and digital realms blur, offering unprecedented opportunities for progress and transformation in Thailand's technological landscape.

About this position

We are seeking a dynamic, customer-focused individual to design and optimize the customer experience for the TrueVisions NOW app. The ideal candidate will lead the creation of seamless, end-to-end journeys for both new and existing users, ensuring high levels of customer satisfaction and engagement at every touchpoint.

Responsibilities

• Design and optimize user journeys: Craft intuitive and user-friendly end-to-end experiences, covering onboarding, user migration, and ongoing interactions.
• UI/UX design: Develop user-centric UI initiatives for both mobile app and web platforms to enhance usability, increase engagement, and meet business objectives.
• Platform integration and PRD development: Collaborate on product requirements documents (PRD) to integrate new product features and ensure smooth platform operation.
• Customer support and escalation: Establish SOPs and training materials for Customer Service teams to ensure efficient issue resolution and enhanced customer loyalty.
• Data-driven insights: Utilize data analytics tools to gain insights into user behavior, recommend improvements, and drive strategies to enhance customer satisfaction and engagement.
• User testing and feedback: Conduct user tests and gather feedback to identify areas for improvement in customer experience and product performance.
• Cross-functional collaboration: Work closely with product, marketing, sales, and customer service teams to support campaigns, sales channels, and ensure consistent communication strategies.
• Market research: Conduct ongoing market and product research to stay aligned with customer preferences, global trends, and identify growth opportunities.
• Partnership management: Develop and maintain relationships with external partners to co-create campaigns that drive user growth and platform promotion.
• Project management: Manage multiple projects simultaneously, ensuring timely delivery and continuous process improvement.

Requirements

• Bachelor’s degree in any field with 2+ years of experience in a customer-centric role
• Strong problem-solving skills with a customer-centric mindset
• Proven experience in project management, including working across cross-functional teams
• Excellent verbal and written communication skills in both Thai and English
• Strong analytical skills with the ability to make data-driven decisions
• Experience with digital platforms or OTT development is a plus
• Eagerness to learn and adapt in a fast-paced, dynamic environment
• Ability to work outside of standard hours in case of emergencies

Benefits

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Huneety A.I Salary Estimate
52,000 - 86,000 THB per month