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.
What You Will Do
What You Will Need
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.
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