These initiatives deliver actionable Customer Experience (CE) insights to the Bank, encompassing design, operations, reporting, analysis, closed-loop processes, and fulfillment* Analyze VOC data (including customer surveys, complaints, and digital & transactional data) to pinpoint key opportunities and recommendations for customer journey improvement* Oversee VOC closed-loop resolutions, ensuring effective issue remediation* Support business units in VOC program development and implementation, including conducting ad-hoc in-house online research to identify strategic opportunities* Manage the Mystery Shopper Programme (MSP) to track staff service at branches and hotlines, identifying service gaps in customer journeys* Liaise with and manage external vendors, ensuring deliverables meet quality, accuracy, and compliance requirements.* Conduct User Acceptance Testing (UAT) and quality checks on VOC data, processes, and reportingCustomer Journey* Participate in strategic initiatives and projects (e.g., Managing through Journeys (MtJ), Horizontal Organization) or partner with business units to enhance customer experience and address service gaps* Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders (e.g., local, regional, or group CE management meetings)* Support customer journey mapping and external benchmarking initiatives, enhancing various customer touchpoints* Contribute to CE-related special projects and team initiatives for the Bank, including but not limited to sustainability management and system migrationControl & Compliance* Ensure processes, procedures, and data usage adhere to Bank guidelines and applicable data protection rules* Support audit and compliance reviews, as well as Business Continuity Management (BCM)CE Team Administration & Support* Act as an Executive Assistant to provide executive administrative and presentation support to the Department Head* Offer coordination and administrative support to the team Requirements: * Degree in Market/ Quantitative Research, Statistics, Data Management, or any related fields* Minimum 3 years' experience in consumer experience, customer insight and data analysis, preferably within financial institutions, or consultancy firms* Strong analytical and problem-solving skills, with the ability to interpret and translate data into actionable insights* Demonstrated project management experience, including process improvement initiatives, agile team collaboration, and VOC program design and implementation* Excellent communication and presentation skills, capable of effectively conveying complex information to both technical and non-technical stakeholders* Active team player with strong critical thinking, influencing, and interpersonal skills, adaptable and able to thrive in a fast-paced, dynamic environment* Ability to work collaboratively in a cross-functional team environment* Detail-oriented and eager to learn Functional/ Technical Competencies: * Knowledge of various survey design methodologies, data management principles, and dashboard development* Proficiency in Microsoft Office applications, particularly Excel and PowerPoint* Experience with Qualtrics, Qlik, or similar enterprise-level tools is a plus* Knowledge of Artificial Intelligence/Machine Learning (AI/ML) applications is a plus Apply NowWe offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. We regret only shortlisted candidates will be notified. -en
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