Job title Customer Experience Manager
Department Asia and Eastern Europe – National Hire Position
Based in Dhaka, Bangladesh
Reports to the Service Delivery Advisor
Who we are
We’re Population Services International (PSI), the world’s leading non-profit social marketing organization. We work to make it easier for people in the developing world to be healthy by providing access to products and services that range from mosquito nets to HIV testing.
There are over 7,000 “PSI’ers” around the world. It’s a diverse group of entrepreneurs and professionals with an unusually wide range of backgrounds - from the medical industry to the music business - all with unique skills we bring to the job.
PSI, together with a team of international and local partners, will implement the USAID-funded Advancing UHC in Bangladesh (AUHC) project to transform the world’s largest NGO network of maternal and health clinics across 64 districts in Bangladesh into a sustainable, pro-poor social enterprise, the Surjer Hashi Network (SHN), to advance the country’s progress toward universal health coverage.
We are looking for an experienced and creative Customer Experience Manager to lead SHN in ensuring clients have the best customer experience SHN can offer. This position will manage SHN’s relationships and interactions with clients and potential clients. The position will use best practices, strategies, and technologies to manage and analyze client interactions and data throughout the customer lifecycle, with the goal of improving client service relationships to assist in client retention and expansion of service use.
If you are a person who can see the client experience of the services through the eyes of the client, can really listen to client feedback to better deliver on what they want and need, and can design and execute a strategy to improve the SHN-client relationships - read on! No relocation costs will be supported with this position.
In this role you will use solid customer experience management to deliver a great client experience throughout the whole client journey, including the following activities:
What are we looking for?
The candidate we hire will embody PSI’s corporate values:
Measurement: You use hard evidence to make decisions and guide your work. You set clear goalposts in advance and explain clearly if you need to move them.
Pragmatism: You’ll strive to deliver the best possible result with the resources available. You won’t be paralyzed by a need to make things perfect.
Honesty: You own your mistakes and are open about your shortcomings – it’s the only way you’ll learn and improve.
Collaboration: You’ll quickly establish a mental map of whom you can rely on for what, on your team, at headquarters, and in our country offices – if you try to do it all yourself, you won’t succeed.
Trust: You accept limits to your sphere of control and give colleagues the benefit of the doubt
Commitment: You are in it for the long-haul and want to grow with the organization, just like PSI serves its consumers and partners with host-country governments through thick and thin
Our ideal candidate will possess:
PSI is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of actual or perceived race, religion, color, sex, age, national origin, disability, sexual orientation, marital status, personal appearance, matriculation, political affiliation, family status or responsibilities, gender identity or expression, pregnancy, childbirth, related medical conditions or breastfeeding, genetic information, amnesty, veteran, special disabled veteran or uniform service member status or employment status.