{"id":2830164,"url":"https://alion.io/job/crown-worldwide-customer-experience-executive","title":"Customer Experience Executive","company":{"id":4433825,"name":"Crown Worldwide","domain":"crownworldwide.com","url":"https://alion.io/company/crown-worldwide","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":3200,"max":4000,"currency":"SGD","period":"month","gross":true,"usd_annual":37512},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-19T00:00:00Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"The Customer Experience Executive is responsible for creating a consistently positive and seamless experience throughout the customer's journey with Crown.\nMore than responding to customer enquiries, this role takes an end-to-end view of the customer experience, proactively identifying customer needs, anticipating potential service gaps, gathering feedback, and working across teams to continuously improve how customers experience Crown.\nThe role acts as the voice of the customer internally, turning customer feedback and experience insights into meaningful improvements across operations, sales and other teams.\nKey Responsibilities\nCustomer Journey & Experience Ownership\nOwn the customer experience across key stages of the customer journey, from onboarding and service delivery through to completion and post-service follow-up.\n\nUnderstand customer needs, expectations and key moments that shape their overall experience with Crown.\n\nProactively engage customers at critical stages of their journey rather than waiting for issues or enquiries to arise.\n\nIdentify customer pain points, service gaps and moments of friction and work with internal teams to improve them.\n\nEnsure customers receive a consistent experience across different Crown teams and touchpoints.\n\nCreate opportunities to deliver a more personalised and memorable customer experience.\n\nVoice of Customer & Customer Insights\nActively gather customer feedback through surveys, conversations, service reviews and other feedback channels.\n\nAnalyse customer feedback to identify recurring themes, pain points and opportunities for improvement.\n\nTrack customer experience indicators such as customer satisfaction, NPS, feedback themes, complaints and service recovery outcomes.\n\nTranslate customer feedback into clear insights and recommendations for internal stakeholders.\n\nEnsure feedback is closed-loop, with customers kept informed where appropriate about actions taken following their feedback.\n\nRepresent the voice of the customer in internal discussions and improvement initiatives.\n\nProactive Customer Engagement\nBuild trusted relationships with customers by understanding what matters most to them throughout their service journey.\n\nAnticipate customer needs and proactively provide guidance, updates or solutions.\n\nManage customer expectations clearly and transparently, particularly during service changes or disruptions.\n\nConduct appropriate post-service follow-ups to understand the customer's overall experience and identify improvement opportunities.\n\nIdentify opportunities to strengthen customer confidence, loyalty and advocacy.\n\nCustomer Experience Improvement\nPartner with Operations, Sales, Digital and other teams to improve the end-to-end customer journey.\n\nIdentify recurring experience gaps and recommend changes to processes, communications, systems or customer touchpoints.\n\nParticipate in customer journey mapping and continuous improvement initiatives.\n\nUse customer insights and operational feedback to help simplify and improve the customer experience.\n\nSupport the development and implementation of customer experience standards and best practices.\n\nChampion a customer-first mindset across teams by helping colleagues understand how their actions impact the overall customer journey.\n\nService Recovery & Experience Resolution\nTake ownership of customer experience issues that require cross-functional coordination.\n\nManage service recovery sensitively and effectively, focusing not only on resolving the immediate issue but also on rebuilding customer confidence.\n\nWork with internal teams to understand root causes behind recurring customer pain points.\n\nEnsure lessons from complaints and service failures are converted into preventive improvement actions.\n\nIdentify where systemic improvements can prevent similar customer issues from recurring.\n\nCustomer Experience Data & Digital Tools\nMaintain meaningful customer experience data within CRM and relevant digital platforms.\n\nTrack feedback, experience trends and customer journey insights to support business decision-making.\n\nDevelop dashboards or reports that highlight customer experience trends, recurring issues and improvement opportunities.\n\nUse CRM, automation and digital tools to improve customer engagement and reduce unnecessary manual touchpoints.\n\nSupport the development of more efficient and personalised digital customer journeys.\n\nKey Competencies\nCustomer Experience Mindset\nStrong understanding of customer needs, expectations and behaviours.\n\nNaturally looks at situations from the customer's perspective.\n\nFocuses on creating positive experiences rather than simply completing transactions.\n\nProactive & Curious\nAnticipates customer needs and potential pain points before they become issues.\n\nCurious about why customer problems occur and how the experience can be improved.\n\nComfortable challenging existing processes where they negatively impact customers.\n\nCustomer Insight & Analytical Thinking\nAble to interpret feedback, identify patterns and translate them into practical improvement actions.\n\nComfortable working with customer satisfaction data and experience metrics.\n\nUses data together with customer conversations to understand the underlying customer experience.\n\nCommunication & Relationship Building\nStrong verbal and written communication skills.\n\nAble to build trust with customers and internal stakeholders.\n\nCommunicates confidently and empathetically, particularly during difficult customer situations.\n\nProblem Solving & Continuous Improvement\nLooks beyond immediate issue resolution to identify root causes.\n\nAble to recommend practical changes that improve both customer experience and operational effectiveness.\n\nStrong ownership mindset with the ability to coordinate improvements across functions.\n\nCollaboration & Influence\nWorks effectively across Operations, Sales and support teams.\n\nComfortable influencing stakeholders even where there is no direct reporting relationship.\n\nAble to bring teams together around customer needs and experience improvement.\n\nQualifications & Experience\nDiploma or Degree in Business, Customer Experience, Marketing, Hospitality, Logistics, Supply Chain or another relevant discipline.\n\nMinimum 2–3 years' experience in customer experience, customer success, client experience, account management or a customer-facing service environment.\n\nExperience managing or improving an end-to-end customer journey will be advantageous.\n\nExperience using customer feedback, satisfaction surveys or customer experience metrics to identify improvement opportunities.\n\nStrong working knowledge of CRM and Microsoft Office applications.\n\nExposure to automation, Power BI, Power Automate or other digital customer experience tools would be advantageous.\n\nExperience within logistics, mobility, relocation, workspace solutions or other service-based industries would be an advantage.\n\nSkills\nMicrosoft CRM, consistent customer experience, Service Industry, Customer Journey, Improve Customer Experience, Voice of the Customer, Marketing Disciplines, Product Exposure, Marketing, Improve Customer-Satisfaction, digital experience, Proactive Communication, Collaborate With Internal Team, Service Delivery, Hospitality, Customer Feedback","description_format":"text","description_chars":7256,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-19T02:28:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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