Senior Officer, Service Experience

Job description

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. * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .