- Drive CX impact through real‑time feedback and analytics
- Own NPS programmes and influence cross‑functional action
About Our Client
They are a leading organisation within the financial services sector, focused on delivering best-in-class customer experience through data-driven insights and continuous service improvement initiatives. The company is known for its commitment to providing high-quality services and solutions tailored to meet customer needs.
Job Description
- Own and manage real-time customer satisfaction surveys across key touchpoints
- Establish and drive a listen-learn-act framework for continuous CX improvement
- Analyse customer feedback and business data to identify root causes and opportunities
- Partner with cross-functional stakeholders to design and implement CX action plans
- Maintain customer journey maps aligned with desired experience outcomes
- Ensure effective service recovery processes for negative feedback and escalations
The Successful Applicant
- Bachelor's degree in Business, Marketing, or related field
- 3-5+ years in Customer Experience / Customer Insights roles
- Hands-on experience with NPS and customer feedback management tools
- Strong analytical skills with ability to translate insights into action
- Proven stakeholder management and communication skills
- Exposure to financial services or similar industries is an advantage
What's on Offer
- Opportunity to drive meaningful customer experience transformation initiatives
- Collaborative environment with strong stakeholder engagement exposure
- Growth in analytics, CX strategy, and customer journey optimisation
- Competitive salary package
Contact: Kyzer Campos
Quote job ref: JN-072026-7061826
