Customer Experience Analyst (Insights & Analytics)

Job Summary

You will have the opportunity of driving customer excellence in service delivery across the Zurich and ensuring each interaction is utilized as an opportunity to exceed the customer's expectations of our support.

Job Accountabilities - Key Accountabilities

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  Responsible for the successful execution of the net promoter score program for the organization.
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  Perform analysis on customer insights to identify trends / anomalies, communicate performance trends and identify potential opportunities for customer excellence.
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  Lead discussions with vendors and stakeholders to explore customer experience related expansions and enhancements and participate in complex CX projects.
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  Develop as-is/to-be models as part of requirements gathering including preparations of process / data flows.
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  Support / prepare user test plans/scenarios, perform testing and ensure successful implementation of initiatives.
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  Prepare and conduct user training / communications for implemented initiatives or net promoter score program, where necessary.
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  Perform relevant research including journey mapping, benchmarking, and identifying good CX practices.

Job Qualifications

Required:

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  Bachelor's degree (or equivalent)
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  2-3 years experience in related field, with a proven track record of delivery
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  Requires strong analytical skills, excellent writing, communications and team collaboration

Skills

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  Google Analytics knowledge is an added advantage
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  Power BI knowledge is an added advantage

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives.
We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.
Let's continue to grow together!

• Location(s): MY - Kuala Lumpur
• Remote working:
• Schedule: Full Time
• Recruiter name: Eilma Fatehah Sabri
• Closing date: