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.

Skills and Qualifications

• 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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