Executive, Customer Experience (CX) Management

Prudential

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.1. Responsible for executing PruBSN's Voice of Customer's (VOC) program, track and provide the reports to all related touchpoints and the wider team
  • 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
2. Drive accountability across all touchpoints by having discussions on providing a delighting customer experience with the objective achieving consistent and improving customer experience
  • 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
3. Responsible for analysing the performance and customer experience on our customer touchpoints by applying a mix of qualitative and quantitative analysis techniques to produce insights that help the business improve the customer experience
  • 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
4. Case escalation & resolution
  • 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
5. Policies & governance
  • 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.)
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Prudential