Assistant Manager, CX Insights & Measurement

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Voice of Customers (VOCs) Initiatives

• VOC Program Management: -
• Design, implement, and lead NPS and CSAT measurement initiatives across various customer touchpoints, ensuring programs are aligned with business objectives.
• Explore and optimise survey distribution methods to maximise response rates, selecting appropriate timing and channels for delivery.
• Conduct focus groups and utilise other appropriate research methods to gather qualitative insights and data that support business decisions and initiatives.
• Collect, consolidate, and validate survey responses and feedback data from multiple sources to ensure high data quality and reliability for analysis.
• Utilise advanced statistical techniques and data analysis tools to dissect survey data, uncover meaningful insights, and identify trends.
• Generate comprehensive reports, dashboards, and visualizations that clearly communicate survey findings and key insights to stakeholders.
• Lead and oversee data management, processing, and insight generation to support informed decision-making.
• Support the Bank's and/or Customer Experience (CX) Program in customer service-related initiatives, providing insights and recommendations to enhance service quality.
• Products/Service Improvement Initiatives
• Collaborate on integrating survey insights into customer personas and segmentation strategies.
• Develop actionable improvements based on feedback and monitor progress over time.
• Monitor NPS and CSAT performance trend over time and contribute to the development initiatives/strategies for continuous improvement.
• Collaborate with cross functional teams to design and execute VOC initiatives aimed at gathering data and customer insights to boost customer satisfaction and loyalty.
• Industry Research and Best Practices
• Assist in market research and insights execution plan to meet business opportunity / service improvement / improve customer satisfaction.
• Stay informed on industry trends and best practices in customer experience measurement and research methodologies.
• Recommend and implement data analysis techniques, process or methodological improvements.
• Vendor Management
• Maintain strong relationships with external vendors and survey platform provider.
• Oversee technical issues, platform enhancements, and quality assurance.
• VOCs Awareness and Education
• Lead engagements, coaching, and communication efforts to promote VOC awareness among business units.
  
  

Others

• Contribute to customer outreach and engagement programs that aim to enhance customer loyalty and satisfaction.
• Support CX projects and measurement workstreams.
• Communicate insights effectively to stakeholders to inform strategic actions.