Manager, Customer Journey Re-design Project (Contract)

Responsibilities

• Communication re-design: Re-design communication to include relevant information and use more customer-friendly languages to improve customer experience
• Project Management: Manage project and deliverables by coordinating with stakeholders to ensure the project is on time and budget, and delivered as agreed
• Stakeholder endorsement: Coordinate stakeholder review of communication materials and requirement, and get their endorsement
• eAdoption: Data analysis to help determine priority for eServices and eStatement roll out; support execution of initiatives and workshops and coordinating with stakeholders and IT to drive overall eAdoption target
• Change management: Drive customer campaign on eAdoption and change management initiatives when new communication is being rolled out

Requirements

• Experience in business process review, communication design, customer journey design or improvement
• Good communication and project management skills
• Able to work independently and proactively to deliver in accordance with schedule
• Good team player to work in a diverse team as well as collaborate cross-functionally