Senior Officer, Service Experience
Position Summary
- Expanded responsibility to oversee all service center look & feel, including layout, zoning, interior design, customer flow optimization, signage, and facility readiness across Thailand and Indochina.- New responsibility to lead renovation projects, coordinate with vendors, property team, and Suwon to ensure alignment with global CI standards.
- Drives continuous improvement by transforming operational feedback and customer pain points into upgraded enhanced service touchpoints both all online channels and service shop fronts.
- Direct influence on NPS uplift, customer journey satisfaction, and brand consistency, supporting 2026–2027 CX strategy.
Role and Responsibilities- Lead the service center environment design, ensuring consistency with Samsung CI and branding, and global retail/service guidelines.
- Plan and execute renovation, layout redesign, signage development, and facility improvements for all CS touchpoints
- Conduct customer journey mapping, focusing on physical experience (welcome, queue, waiting, repair, payment).
- Work with Property and CS Suwon, vendors, and ASC partners to ensure cost-efficient renovation and deployment.
- Perform regular facility audits, identify gaps, and drive corrective action plans.
- Support new service model rollouts, e.g., Express Repair zone, Premium Service areas, Smart Corner.
- Review design proposals for new customer experience initiatives (e.g., Smart Queue, kiosk, digital wall, SC+ journey).
- Manage annual renovation budget, procurement, and project timelines.
- Bachelor’s Degree in Industrial Design, related to Service Design, or related fields.
- 5–8 years’ experience in service marketing and communication, service center design, or any store improvement projects.
- Strong skills in space planning, layout drafting, customer flow design, and project management.
- Ability to work with contractors, procurement, and cross-functional stakeholders.
- Knowledge of branding, customer touchpoint design, signage systems, and facility standards.
- Understand interior design, construction drawing, mechanical and electrical drawing, and strong presentation skills.
- Customer-centric mindset with strong attention to detail.
- Experience in multisite rollout is an advantage.
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