Executive, Customer Experience (CX) Management
Prudential
- Kuala Lumpur
- Permanent
- Full-time
- Conduct surveys to gather information on customer opinion of rendered services
- Responsible to understand the customers personas and their specific needs, by gathering customer feedback in real time
- To track and report customer's NPS/CSAT feedbacks
- Provide monthly customer insights to the wider team
- Produce reports based on stakeholder requirements and push for processes automation wherever possible
- Liaise with the Operations team to ensure all customer issues are captured, analysed, and triaged for action
- Extract and analyze data from various data sources, drawing actionable insights to enable decision making
- To be involved with the groundworks in implementing the initiatives planned during VOC Dialogue
- Analyze customer feedback and data to identify pain points and opportunities for improvement across all touchpoints, working collaboratively with the touchpoint owners
- Conduct studies and research to discover new techniques necessary for improving customer experience
- Attend any related enquiries escalated by front liners and liaise with the relevant department to resolve the issues
- Attend related issues received from other department which requires further escalation
- Support the development and implementation of the company’s governance or specific delegated policies, procedures or guidelines
- Ensure adherence to the guidelines and standards specified by the regulatory bodies (BNM, MTA, GHO, etc.)