Main Responsibility
- Monitor customer metrics performance; TNPS, key drivers, other KPIs tracked in surveys, responses and customer feedback across touchpoints. Conduct deep dive analysis of TNPS and other customer KPI performance, customer verbatim including correlation analysis.
- Conduct findings impacting CX and root cause analysis based on survey results, customer verbatims, detractor call backs to gaps at customer touchpoints. Deep understanding of insights, trends and customer pain points. Present touchpoint performance with detailed analysis and insights to relevant stakeholders and Senior Management.
- Based on the analysis and insights gathered from VOC, collaborate with touchpoint owners and stakeholders to gather further insights (VOB) on processes, system, product and service performance at touchpoints causing gaps in the journey and overall experience.
- Redesign customer journeys and service blueprints to address pain points, reduce fragmentation, and eliminate process friction through targeted process streamline, system enhancements, and innovative service designs—ultimately to improve or transform the end‑to‑end customer experience.
- Manage projects and oversee the implementation of key initiatives to improve customer journey and NPS performance. Post implementation tracking for continuous improvement of NPS and CX.
- Manage and oversee the governance of customer data;
- Develop standard process and user guides for internal staffs to collect and create client data information with accuracy.
- Collaborate with IT to develop standard system process to collect and create client data with accuracy in front-end and back-end systems. Establish a continuous monitoring process for maintain quality & accurate customer data.
- Collaborate with Compliance and Data Governance Committee to ensure adherence to Regula-tory and Group policies.
- Support with findings, collaborate with relevant stakeholders to identify root cause and implement improvements on incidents impacting customer data.
- Conduct periodic briefing to staffs and share case studies for continuous improvement of customer data quality.
- Clear and strong governance organization with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies & standard requirements.
Qualification and Experience Requirement
Education
- Degree in Marketing or Business.
- Relevant certification in CX, Data, Design thinking and Project Management.
Experience
- Minimum of 5 years working experience in customer insights, data & analytics and familiar with research methodologies, project management and process improvement.
Skills
- Experienced in customer journey mapping, design thinking, enhancing, or developing new service experience for digital and non-digital customer touchpoints.
- Possess strong critical and analytical skills with the ability to leverage on data to develop strategy/decisions.
- Possess a strong passion for improving the customer experience.
- A team player with excellent communication skills, able to collaborate and manage various stakeholders.
- Strong multi-tasking ability and able to plan and prioritize work to meet dead-lines.
- Experience in project management.
- Related experience in Insurance or Banking is an added advantage.
