Population Services International

  • Customer Experience Manager

    Posted Date 5 months ago(1/30/2019 8:44 PM)
    Job ID
    # of Openings
    Country Program Operations
    Position Location: City
    Asia & Eastern Europe
    Position Location: Country

    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.

    Join us!

    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.


    Your contribution

    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:

    • Linked to SHN’s business plan and value proposition, create a clear client-centered experience vision for SHN with values to be shared across the network.
    • Collate existing best practices, tools and systems, for managing and analyzing client interactions and data for the customer lifecycle.
    • Held accountable to establish customer-facing best practices within normal organizational processes.
    • With support of the marketing and research teams, use existing qualitative and quantitative market landscaping research to understand who SHN clients are, including the developed key client architypes. Update and revise periodically the architypes to reflect ongoing data collection and analysis.  Identify additional research as needed to better understand the SHN clients’ needs and wants.
    • Create an emotional connection between SHN clinic staff and SHN clients to generate customer loyalty.
    • Capture client evaluation and feedback in real time through design and implementation of client feedback tools, providing analysis for redesigning existing product/service or creation of new ones. This data should be shared in such a way to inform routine business planning and management decision making.
    • Use a client experience quality framework for customer service to identify customer service training needs of SHN clinic and management staff and tracking development thought coaching and other tools.
    • Act upon regular employee feedback through development of employee tools that flow feedback upwards to inform senior management in decision making and opportunities for both customer and employee satisfaction.
    • Measure and communicate around change in positive customer experience by establishing benchmarks and business indicators and a system to track, analyze and share results.


    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:

    • You are a Bangladeshi national.
    • You have BA/BS degree or higher, preferably in marketing or business.
    • You have minimum 5 years successful background experience in consumer-facing product and/or service delivery marketing and management or strategy development within service businesses.
    • You have experience with customer research and interfacing tools.
    • You have a true passion for helping people and creating positive customer service experiences.
    • You are highly organized with focus on execution, problem solving, and improving processes.
    • You are a motivated self-starter with high efficiency work style.
    • You are an excellent listener.
    • You have excellent written and verbal communications.
    • You have extreme attention to detail.
    • You enjoy diving into data and testing and integrating on solutions.
    • You have the ability to think critically and adapt quickly in a flexible environment.
    • You have exceptional time management skills and accountability.
    • You have skills and experience in training/facilitating.
    • You are a team player with an ability to work collaboratively always with a smile.
    • You have an entrepreneurial spirit / self-starter.
    • Interest in socially and environmentally responsible organizations and products
    • You have English language spoken and written fluency.
    • References will be required.


    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.


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