CX System & Knowledge Management Officer

Key Responsibilities

• CX Systems Management
  
  

Administer and support CX platforms (CRM, ticketing systems, dashboards, and reporting tools).

Ensure proper configuration of workflows, forms, escalation paths, and SLA tracking.

Coordinate with IT and vendors for system enhancements, bug fixes, and updates.

Maintain data integrity, access controls, and user roles.

Produce system-based performance and compliance reports for CX Management.

• Knowledge Management & Documentation
  
  

Develop, maintain, and govern the CX Knowledge Base (FAQs, SOPs, scripts, policies, playbooks).

Ensure all customer interaction processes are documented, standardized, and version-controlled.

Act as custodian of CX manuals, job aids, and operational guidelines.

Regularly review and update content based on process changes, audit findings, and feedback.

Ensure One Voice, One Standard across all customer-facing communications.

• Regulatory Compliance & Governance
  
  

Ensure CX processes comply with internal policies and applicable regulatory requirements (data privacy, consumer protection, company governance).

Support internal and external audits related to CX operations and customer handling.

Monitor adherence to approved SOPs, scripts, and service standards.

Maintain compliance logs, corrective action plans, and policy updates.

Coordinate with Legal, HR, Compliance, and Operations on policy alignment.

• Training & Capability Development
  
  

Design And Deliver CX Training Programs For

• New hires (onboarding)
• Process changes
• System updates
• Quality and service standards
  
  

Develop training materials, including presentations, manuals, videos, assessments, and simulations.

Conduct refresher courses and continuous learning sessions.

Certify frontline and CX staff on required competencies and process knowledge.

Track training completion and effectiveness (pre- and post-assessments).

• Quality Support & Continuous Improvement
  
  

Support the CX Quality & Experience Analyst in identifying knowledge and skill gaps.

Translate audit findings and Voice of Customer (VOC) insights into training and process updates.

Recommend system and process improvements to enhance efficiency and compliance.

Participate in change management and rollout of new CX initiatives.

• Perform other duties assigned
  
  

Qualifications

• Bachelors degree in Business Administration, Information Systems, Industrial Engineering, Communications, Education or Training, or any related field.
• At least two to four years of relevant experience in one or more of the following areas: Customer Experience or Customer Service Operations, systems administration such as CRM, ticketing, or workflow tools, knowledge management or documentation, training and facilitation, and compliance, audit, or quality assurance. Experience in automotive, B2B distribution, retail, or service operations is considered an advantage.
  
  

Core Competencies

• Knowledge of CRM or CX platforms (Salesforce, Zendesk, Freshdesk, Medallia, etc.)
• Process documentation and SOP development
• Training design and facilitation
• Knowledge base management
• Basic data analytics and reporting
• Audit and compliance awareness
• Strong communication and stakeholder coordination skills
• High attention to detail and governance discipline