= Main Objectives =
70% Focus: Leading Customer Experience implementation for China
• Be accountable for Customer Experience activities in China in alignment with Asia Pacific(APA) & China priorities
• Constantly seek to enhance customer experience and create a tangible impact on business performance
• Champion a customer-centric mindset and culture across all functions in China
• Represent China in Regional/Global Customer Experience discussions
• Utilize data-driven insights to enhance Customer Experience – including, but not limited to, use of Customer Experience (CX) Scorecard and Voice of Customer

30% Focus: Leading specified Customer Experience topics for the APA region. The specific objectives will be defined together in the team but are likely to include some of the following:
• Take responsibility for tools, data and initiatives to create transparency on the Voice of the Customer (VoC) and generate actionable insights to improve customer experience
• Take the lead on CX Scorecard implementation and insights extraction in Asia Pacific – including management of utilization, business embedding and insights generation
• Develop expertise in specific customer experience methodologies such as customer journey mapping and support capability development and execution across the Asia Pacific region
• Support the development of a customer-centric culture across APA, including through communications

= Main Tasks =
70% China Focus:
• Define & implement Customer Experience strategy and activities for China in alignment with Regional CX
• Lead the implementation of CX Roadmap, including overall management of activities and timelines and working with stakeholders to facilitate execution of initiatives owned by other functions
• Drive and track implementation of Customer Experience initiatives, including quick wins
• Build capability to lead customer journey mapping activities
• Lead VoC strategy and activities for China, in alignment with Region/Global
• Embed data-driven approach to customer insights and decision-making within the culture – through activities such as utilization of the CX Scorecard and VoC
• Drive the upskilling and engagement of the organization around Customer Experience

30% Region Focus; exact split of activities will be agreed in the team but will include some of the following:
• Lead NPS execution for APA as beacon metric for Voice of Customer
o Management of NPS KPI’s, working closely with Markets, Regional & Global counterparts
o Ensure follow-up on defined actions and define pathway for creating actions on a regional level
o Analyze NPS and other aligned data sources (eg CX Scorecard) regularly to define insights & actions
• Lead development of Voice of Customer approaches (including new tools / systems, dashboards, analytics) beyond NPS for customers across APA
o Develop subject matter expertise on methodologies including survey design
o Manage channels and platforms for collection of insights
o Lead analysis of quantitative and qualitative data to generate insights
o Design Voice of Customer approaches and methodologies in order to facilitate the idenfication and measurement of the drivers of business value
• Own CX Scorecard for APA, including embedding its use in preparation for quarterly Market Dialogues
• Support in Customer Experience communication, upskilling and engagement activities for the APA organization – including collation of quarterly highlights and CX Day activities
• Support additional Customer Experience focus topics and activities as defined by the Customer Experience strategy and CX Roadmaps (ie journey mapping)



= Job Requirements =
• Graduate / Postgraduate desirable
• Minimum 3 years (preferably in Customer Experience / Management Consulting / Project Management / Market Research / Sales / Marketing / Commercial roles)
• Business acumen
• Customer Experience methodologies (eg survey design, interviewing, journey mapping) desirable
• Project management
• Structured problem-solving
• Data analysis – qualitative and quantitative
• Written and verbal communication

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