CX Incident Manager

Job Description

Aspire is seeking a CX Incident Manager to enhance customer experience and operational resilience. The Incident Manager will be responsible for managing high-impact incidents and escalations, maintaining strong customer relationships, and handling critical customer complaints. This role involves close collaboration with cross-functional teams such as Product, Engineering, and Senior Management to detect, respond to, and mitigate customer-impacting issues. The candidate will also gather and analyze customer feedback to drive improvements across all touchpoints, identify process gaps, and contribute to product enhancements.Responsibilities:

• Drive end-to-end customer experience across core financial products.
• Lead the response and recovery activities for critical incidents.
• Develop and implement initiatives to improve the customer experience.
• Analyze customer-reported bugs and collaborate with the tech team.
• Monitor, track, and report on key customer satisfaction and experience metrics.
• Stay up-to-date on the latest trends and best practices in customer experience management.

Requirements:

• Bachelor's degree in Business, Finance, or a related field.
• Minimum of 5 years of experience in customer experience management, incident management, or a related role.
• Strong understanding of customer experience principles and incident management processes.
• Excellent communication and interpersonal skills.
• Proficiency in Incident Response Management (IRM) software and AI tools.
• Proven ability to analyze data and translate insights into actionable strategies.
• Experience collaborating with cross-functional teams to drive process improvements.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Flexibility to work during night and/or weekends.

What Aspire offers:

• Uncapped flexible annual leave.
• Hybrid work arrangement.
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget.
• Flexibility to work from anywhere (for up to 90 days per annum).