Assistant Manager, Voice of Customer

If you are looking to excel and make a difference, take a closer look at us…

Key Responsibilities:

• Lead end-to-end launch and management of CSAT/NPS surveys on the EFM platform.

• Maintain real-time Tableau dashboards to ensure data integrity across all channels.

• Process VOC data from surveys, social media, and calls to perform sentiment and root cause analysis.

• Prepare research findings for the CEO Transformation Office to influence high-level decisions.

• Oversee the close-looping process to ensure customer feedback is addressed by internal teams.

• Collaborate with departments to implement action plans and remediate systemic issues.

• Support culture-building events like CX Day, regional roadshows, and mystery shopping programs.

• Ensure the EFM platform captures data accurately on a daily basis.

Jobholder Requirements:

• Malaysian Citizen

• Bachelor's in Business, Statistics, Computer Science, or Marketing.

• Minimum 6 years in primary market research or CX roles, preferably within financial institutions or research agencies.

• Tableau, CCXP, or Market Research certifications are a significant advantage.

• Expert in analyzing quantitative/qualitative data experience in regression modeling or A/B testing is a plus.

• Proven ability to inspire stakeholders and coach others toward goal accomplishment.

• Adaptable, results-driven, and customer-obsessed with a commitment to the bank's core values.