Customer Experience Senior Specialist - Fintech

We are actively looking for a Customer Experience Senior Specialist to join our Rocket Ship!
Full Time
TP. Ho Chi Minh

How You Will Make An Impact In This Role

The Customer Experience (CX) team is responsible for steering and improving the overall customer experience on EVO platform. Your main goal is to deliver exceptional user experience across touch points by impactful innovation & improvement projects, including onsite experience, product development, communications and operations.

What You Will Do

The successful candidate should have strong experience in project management, market research, data analytics & visualization, excellent communication skill, strategic thinking, and customer-centric mindset. This role is reporting to Customer Experience Manager. Specifically, you will:

  • In charge of CX project life cycle, including initiating, prioritizing, tracking, timely delivering, evaluating in order to meet business requirements.
  • Analyze & synthesize data to generate insights for new initiatives, provide findings to ensure a holistic view of EVO users by qualitative & quantitative studies & analysis
  • Collaborate with stakeholders to define, prioritize and manage end-to-end projects, ensure that the project status or changes made are communicated effectively to both the internal and external stakeholders and documented appropriately
  • Establish metrics for project objectives, develop dashboard for tracking & reviewing
  • Perform risk management to minimize project risks
  • Ensure resource availability & allocation
  • Assist Line Manager in other tasks assigned

What You Need To Have

  • Minimum 3 years working experience in project management & customer experience doing quantitative and qualitative analytics, or similar experience; hands-on experience with apps, platforms with significant user base in fintech/e-commerce preferred
  • Proven track record of delivering high-impact projects of innovation and/or improvement
  • Strong affinity for planning, hands-on execution, result-orientation and time management
  • Data-driven, strategic thinking, analytical thinking and win-win mindset
  • Excellent written and verbal communication in English and Vietnamese; Documenting, reporting and presentation skill, proficiency in MS Word, PowerPoint, Excel
  • Ability to work under fast pace and tight deadlines

What you will get

  • Opportunity to work and learn from one of the best and brightest technology teams in Vietnam
  • Be part of a winning team with exponential growth regionally, experience recruiting world-class talents
  • Top market rate pay
  • Generous benefits: health insurance package for family, Free Food at the office - All Day, Grab for work allowance

About us

Trusting Social is an AI Fintech company specialized in assessing credit profiles of consumers in emerging markets combining pioneering AI with large alternative data sources. In 2020 we reached our ambitious milestone of credit profiling 1bn consumers spanning 4 countries - Vietnam, Indonesia, India & the Philippines - and building a platform for the wider industry and the financial services industry in particular to provide the 'un & under' served access to credit. At the core of this initiative has been our strict and unwavering adherence to the norms of consumer data privacy and consumer data rights.

But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in the markets where we operate. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at unprecedented scale.
As a firm, we're audacious problem solvers motivated by our impact on society. We deeply espouse the values of ownership - of our actions and initiatives, integrity in all we do and agility in execution.

We place great importance on doing what is right, what is best and what is innovative. If you are smart, driven and want to make a difference in the world with the most advance and fascinating technology, come join our team. We can satisfy your desire to explore new territory and give you the runway to really make an impact.

Additional Info

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