Job Title:  Customer Experience Executive

Job Description

Responsible for strengthening Armada's brand promise by ensuring a seamless and engaging journey across all customer touchpoints. This role will bridge customer insights with strategic initiatives, focusing on process improvements, product innovation, and enhancing competitive positioning. By combining market research, service design, and customer feedback analysis, the Executive will help Armada deliver meaningful experiences that elevate community living and support the company's vision of being the leading real estate company in Brunei.

Roles & Responsibilities

1. Map and optimise customer journeys across all Armada touchpoints to ensure seamless experiences.
2. Identify service gaps and implement process improvements that enhance efficiency and satisfaction.
3. Develop and uphold service standards and KPIs across customer-facing teams.
4. Conduct market research to benchmark competitors and identify emerging real estate and lifestyle trends.
5. Translate customer insights into actionable recommendations for products, services, and design.
6. Support the development of new product concepts, collaboration with cross-functional divisions to integrate customer needs into spatial design and communal spaces.
7. Lead customer feedback initiatives (surveys, focus groups, sentiment analysis) and report on findings.
8. Pilot and refine new initiatives based on customer adoption and feedback.
9. Ensure Armada's offerings remain competitive, innovative, and aligned with customer expectations.
10. Perform any additional duties assigned by the line supervisor.

Supervisory Role

Yes

Education

Level of Qualification: Bachelor's Degree

Major: Business Administration, Marketing, Customer Experience Management or related fields. Background in design (real estate related) or architecture - added advantage

Area of Experience

• Customer journey mapping, service design, and experience management. (preferably in real estate, hospitality, or lifestyle sectors) - 2 years or above
• Familiarity with design thinking and spatial design concepts, including how physical spaces influence customer experience - 2 years or above
• Conduct and analyse market research to identify customer and competitor insights - 2 years or above
• Customer-focused, empathetic, and attentive to detail - 2 years or above
• Communication and presentation skills, with the ability to translate insights into actionable strategies - 2 years or above

Closing Date

18 October 2025