Head Of Customer Experience

Job Description

Location Jakarta Work Type Permanent Application Posted November 26, 2021

About the Role

Customers are the company’s most important asset. In this role you will be leading the GoPay Customer Experience Team which represent the business side who will be working closely with the Product & Tech team as well as other stakeholders, such as CARE/ Service Excellence, Legal & Compliance, Marketing, and other Product Owners under GoTo Financial (e.g: GoFin, GoBills, etc).

The main expectation of the job is to define the end-to-end Customer Journey, analyse the pain points, not only for the customer, but also the GoPay CARE Agent who delivers the service. This job is heavily focused on Customer Point of View, giving some feedback loop for whichever features, promo, comms, etc so it’s gonna be valuable and makes sense for the Customer.

The team will be a small team which consists of less than 10 members who are mostly thinkers, problem solvers, and strong in process improvements. Being in charge of the GoPay Customer Experience team, you will be responsible for making sure that customer issues and pain points are highlighted and feedback loops are given to the GoPay product team to drive continuous app improvement. You will be the voice of Customers.

What You Will Do

• Represent the Customer voice in the company
• Define the end-to-end GoPay Customer Journey
• Define the end-to-end GoPay Care Agent Journey
• Review all the process and SOP of GoPay issues
• Implement the proposed improvements together with related stakeholders
• Ensure operational readiness for new product/ promo launching
• Analyze top customer issues to drive product solution
• Implement best-in-class customer service standards

What You Will Need

• At least 10 years of experience in Customer Experience/ Process Improvements/ Transformation Strategy
• A Bachelor/ Master’s in Industrial Engineering, or similar
• Proven track of leadership skill
• Customer oriented mindset
• Excellent communication skill
• Excellent problem solving skill to identify and analyze opportunities for improvements
• Strong attention to detail to run an effective operation team
• Influencing skill to voice out customer feedback to high-level stakeholder within organization

About the Team

GoPay Customer Experience is a new pod which will play an important role, representing the Customer voice. The team will be responsible for the No. 1 GoPay theme in 2022 which is “Brand that I can trust” by defining the end-to-end Customer Journey, delivering the value to the customer, solving the issues in the first place.

On top of resolving issues, we are also working alongside the Product team to create frictionless experience when using our application. It’s our job to ensure that customer pain points and issues are escalated to the proper channel and that we continuously innovate our service delivery for our customers. One of the biggest challenges we had to face is how to provide instant resolution though automation and innovation.