Assistant Manager Cx Insights & Measurement

****Create your future with Affin! ​​You too can make a difference.**** ======================================================================= Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too. **Voice of Customers (VOCs) Initiatives** **(a) 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. **(b) 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. **(c) 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. **(d) Vendor Management** * Maintain strong relationships with external vendors and survey platform provider. * Oversee technical issues, platform enhancements, and quality assurance. **(e) 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.