Customer Experience (CX) Executive

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

- Proficiency in MS Office; English is an advantage.
- Ability to coach frontline teams and work cross- functionally.
- Customer- centric, proactive, detail- oriented.
- Bachelor’s degree; 3–5 years in CX, Operations, Education Service, QA, or similar roles.
- Strong analytical, communication, and project management skills.

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Cập nhật gần nhất lúc: 2025-12-04 14:25:02