Customer Experience Executive
1 week ago
Customer Insights
Analyze NPS, CSAT, surveys, and complaints.
Identify trends and root causes; follow up on corrective actions.
Experience Design & Standards
Support updates to Learner Journey Map and service blueprints.
Maintain standards for communication, service recovery, parent updates, and center operations.
Coordinate SOP implementation with Operations, Academic, Sales, Property.
Experience Delivery
Conduct center visits, service checks, and class observations.
Coach CE, and frontline teams on service mindset and communication.
Support CX-related training sessions.
Measurement & Improvement
Prepare CX dashboards/reports (NPS, CSAT, complaints, mystery shopping).
Track improvement projects across centers.
Coordinate mystery shopping activities.
Project Coordination
Support rollout of CX Blueprint and parent engagement initiatives.
Collaborate with IT/ Marketing on CRM/CXM, survey automation, Zalo OA.
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