Manager - Customer Journey & Insights

Position Summary

Assist in defining the brand promise and identifying the operational practices to deliver on the promise by partnering with operations to translate Asian Heart service philosophy into operational standards and guidelines and enhance customer journey maps.

Primary Responsibility

-      Support the mapping of customer journeys by designing and delivering a branded service experience across all touchpoints, digital and physical, for all kinds of customer interactions and engagements – from pre-  arrival to post departure
-      Develop unique brand positioning for each hotel partner, F&B outlets and entertainment with operation to deliver differentiated experience throughout the precinct
-      Reinforce guest emotional connection throughout the journey thru identifying customer needs and preference with operation, and build brand and customer experience that engage
-      Assist in the coordination of the development of revised service quality standards that incorporate Asian Heart service attributes resulting in an “Asian Heart Brand Standards” assessment monitored by the Service Quality team
-      Partner with Ops to operationalize Asian Heart by translating the attributes into front line operational standards and guidelines
-      Establish customer journey performance measurements with operation, including critical success factor across all online and offline platforms, and touchpoints
-      Work with T&D to identify and address service culture training and engagement needs
-      Assist in developing experience for both employees and customers which are positively linked in the journey as the former directly impacts the end customer
-      Identify ideal customer profiles and personas by commissioning research at regular intervals to ensure our organization target reflects market changes
-      Monitor existing and new service initiatives launch by competition, and feedback to operation for best practice benchmarking
-      Work closely with Service Quality team to loop back the continuous improvement plan developed from customer feedback and operational assessments, into the journey maps
-      Liaise with internal stakeholder such as Ops, IRS, BD, etc. to ensure that gaps and pain points in the customer experience – irrespective of where they occur in the journey – are identified and plugged
-      Raising red flags wherever the business process – pre or post arrival – needs correction to ensure the customer has a seamless experience throughout the journey

Requirements

-     7+ years’ experience in hospitality operations or quality roles
-     Skill and experience with customer satisfaction measurement processes
-     Experience working with performance standards and audit systems
-     Experience in delivering of training programs is a plus
-     Ability to analyze data, identify trends for areas of opportunity
-     Ability to work in a collaborative team environment; acceptance of change and a fast- paced work environment
-     Good written and verbal communication skills
-     Good organizational and administrative skills; excellent personal organization and self- discipline skills
-     Ability to operate PC- based applications, e.g. Word, Excel, PowerPoint and Outlook