RESPONSIBILITIES
You will be responsible for driving customer insights initiatives, analysing member feedback, supporting customer experience (CX) programmes, and translating insights into actionable improvements to enhance EPF member experience.
Customer Insights & Analytics
- Execute surveys, Customer Satisfaction Index (CSI), and feedback analysis to gather customer insights.
- Identify key trends, customer pain points, and opportunities for service and experience improvement.
- Analyze customer data and feedback to generate actionable insights that support decision-making.
- Support development of dashboards and structured reporting to monitor customer experience performance.
Mystery Shopping Programme
- Coordinate and execute mystery shopping activities across branches and digital channels.
- Track service gaps and ensure follow-through on improvement actions.
- Analyze findings to support service quality enhancement initiatives.
Data Insights, Reporting & Visualization
- Prepare clear, structured reports and dashboards for stakeholders.
- Translate data findings into meaningful insights and practical recommendations.
- Ensure accuracy, consistency, and timeliness of reports related to customer insights.
Customer Journey & Voice of Customer (VOC)
- Support Customer Journey Mapping (CJM) initiatives and updates.
- Consolidate Voice of Customer (VOC) feedback across multiple channels.
- Identify opportunities to improve end-to-end customer journeys and experiences.
Customer Communication & Experience Enhancement
- Translate insights into simple, clear, and customer-friendly communication (e.g., SMS, app notifications, FAQs).
- Support CX copywriting with a strong member-first mindset.
- Contribute to initiatives that improve clarity, accessibility, and effectiveness of customer communications.
Collaboration & CX Initiatives
- Work closely with CX, Marketing, Digital, and Operations teams.
- Support cross-functional initiatives to enhance overall member experience.
- Contribute to ongoing CX transformation efforts within the organization.
REQUIRED COMPETENCIES
- Strong analytical thinking with the ability to translate data into meaningful insights.
- Good communication skills with the ability to simplify complex information.
- Detail-oriented with structured approach to data handling and reporting.
- Familiarity with customer insights tools such as Excel, survey platforms, or dashboards.
- Understanding of customer experience (CX), customer journey mapping, or VOC frameworks is an advantage.
- Ability to work independently while collaborating effectively across teams.
QUALIFICATIONS
- Malaysian citizen.
- Pass in Bahasa Melayu, including oral test in Sijil Pelajaran Malaysia (SPM) level or equivalent qualification recognised by the Government.
- Possess a Bachelor's degree in Business, Marketing, Data Analytics, Social Sciences, or equivalent qualification from accredited higher learning institutions.
- Minimum four (4) years of working experience in Customer Experience, Research, Insights, or related fields.
JOB STATUS
Permanent
All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.
