Customer Experience Executive

1 week ago


Ho Chi Minh City Metropolitan Area, Vietnam ILA Vietnam Full time $2,000,000 - $4,000,000 per year

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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