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About AirAsia MOVE
AirAsia MOVE is a dynamic and innovative travel technology company that is revolutionizing the way people travel. We are passionate about providing our customers with seamless and enjoyable travel experiences. As part of Capital A Group, we have a strong foundation and are committed to continuous improvement and innovation.
About the Role
We are seeking a proven and inspirational leader to oversee the operations of our Customer Experience Center (CXC) . As the Leader of CXC, you will play a crucial role in shaping the customer journey and driving operational excellence. You will lead and mentor a team, empowering them to deliver exceptional customer experiences, achieve ambitious sales and service targets, and foster a culture of continuous improvement..
Key Responsibilities:
- Drive Operational Excellence: Be accountable for the overall performance of the CXC, including key metrics such as First Contact Resolution, efficiency, productivity, nps goals. Continuously analyze processes and identify opportunities for optimization and automation to enhance efficiency and customer satisfaction.
- Lead and Develop High-Performing Teams: Provide guidance, coaching, and mentorship to CXC members, empowering them to motivate and develop. Foster a culture of collaboration, accountability, and continuous learning.
- Champion Process Improvement: Lead the development and implementation of strategies and initiatives to transform and optimize operations. Identify and implement process improvements to enhance efficiency, reduce customer effort, and improve overall service delivery.
- Improve Customer Satisfaction by identifying and addressing key pain points.
- Drive Operational Excellence: Simplify processes to make refunds, vouchers, and booking changes/additions seamless for both customers and customer service agents (revisit the fundamentals). Prioritize the automation of updates, backend process tracking, and anomaly detection across all frontend and backend flows across Lines of Businesses, adopting a comprehensive end-to-end approach.
- Collaborate Cross-Functionally: Work closely with stakeholders across AirAsia MOVE to ensure alignment and seamless integration operations with other departments. Build strong relationships and collaborate effectively to achieve shared goals.
- Develop and Implement Customer Strategies: Support the development and implementation of AirAsia MOVE's product lines. Analyze customer painpoints, identify opportunities for resolution
- Thought leadership and staying ahead of the curve to make MOVE the lighthouse for budget travel Customer Experience.
Qualifications:
- Bachelor's degree in Business Administration or a related field.
- Experience leading and managing diverse teams, including hiring, coaching, and performance management.
- Proven track record of driving process improvement and operational efficiency.
- Strong understanding of technologies and systems to improve customer experiences.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work effectively in a fast-paced and dynamic environment.
Preferred Qualifications:
- Relevant certifications such as Implementation Leader, Customer Experience Practitioner, or Six Sigma.
- Experience in the travel or aviation industry.
Benefits:
- Be part of a dynamic and innovative team that is transforming the travel industry.
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
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