Job Requirements
Job Description
Job Purpose
Senior Manager – Affluent Customer Experience & Design
Design and steward premium experiences and lifecycle communications; orchestrate onboarding & RM enablement; own complaint RCA and premium servicing constructs (CX Ops) to lift CX Score and retention.
Job Purpose
- Experience standards and governance (app, web, RM, service)
- Lifecycle comms (CLCM), journeys, UAT and go-live approvals
- Onboarding orchestration and RM enablement
- Premium servicing constructs and CX Ops (concierge/priority desk, empowerments)
- Complaint RCA, escalations, service recovery programs
- Website/app content for CX journeys
Primary Responsibilities
CX Strategy & Standards
- Ensure experience consistency across channels
- Build superior service mechanisms for affluent customers
- Govern experience-related changes during CVP updates or transitions
- Affluent Communications Craft Lead: set luxury tone‑of‑voice guidelines; pre‑send creative QA; copy standards across SMS, email, WhatsApp, in‑app, RM scripts.
- Mystery shopping and competitive journey benchmarking for premium experiences.
Journeys & Communications
- Build and execute CLCM
- Build customer journeys, conduct UAT, provide go-live approvals
- Develop and manage lounge/golf/CFAR activation/deactivation communications
- Coordinate launch communication and creatives
- Accessibility & inclusive design checklist for affluent journeys (readability, alt text, colour contrast) without compromising luxury tone.
Onboarding & RM Enablement
- Design and enhance onboarding journeys (By invitation only cards)
- Enable and engage relationship managers
- RM notifications for collections, declines, misuse.
Complaints & Escalations
- Monitor complaint, SR, escalation data; implement preventive solutions
- Escalation management and structured reach-outs
- Channel governance & compliance: WhatsApp template approvals and opt‑in audits.
- Incident & partner‑service disruption playbooks (e.g., lounge outages) with proactive outreach and make‑good rules.
Website/App Content
- Create and manage website content for premium products
- CX quality bar for website/app content (readability, scannability, multilingual coverage) and periodic UX writing reviews.
Secondary Responsibilities
Capabilities & Competencies
- Customer empathy & problem resolution
- Stakeholder management
- Structured RCA & continuous improvement
- Luxury/lifestyle communications sensibility; UX writing and brand tone governance.
- Complaint RCA frameworks and service recovery design; premium desk SLA management.
Key Deliverables & KPIs
- CX Scores & first-contact resolution
- Onboarding activation 30/60/90
- Engagement with lifecycle comms/journeys
- Complaint recurrence reduction and TAT
- Premium desk SLA
Experience & Qualifications
- 7–10 years in Affluent CX/journey/CRM
- Exposure to affluent servicing operations or premium desk
- Affluent Marcomms
Education
Graduates and Above
