Customer Experience Manager

This role plays a critical part in the Customer Centricity Team, responsible for understanding customer feedback and survey responses to drive improvement in customer experience and strengthen HVN value proposition.

Requirements

• Design survey approach; data analytics and evaluation.
• Define action plan/ improvement approach to tackle on customer pain-points or capture on opportunities to drive better business value.
• Manage effective communication for Sales Team, in which involves in coordinating and managing “centralized” weekly/ monthly sales communication & in-charge of organizing Commercial Conference- the biggest Sales Engagement Platform.
• Develop plans for VOC, VOD, VOE and other customer survey throughout the year as required.
• Coordinate with Contact Center to conduct OTIF Voice of Customer/ Distributor/ Employee NPS and insight report.
• Analyze customer feedback and survey responses to define key trends and critical insights to drive actionable improvement.
• Propose on JBTDs to ensure improvement in CDE NPS score.
• Facilitate monthly engagement to debrief report with relevant stakeholders, for instance: sales team at BUs with clear highlight on performance & focus areas.
• Lead in facilitate daily stand-up with Contact Center (Inbound team) to review progress close-the-loops (Quick fix) to ensure timely intervention.
• Review of CTL quality to ensure compliance & effectiveness.
• Develop weekly highlights for Close-the-Loop (Short-term), to ensure timely updated on action taken upon customer feedback

Tagged as: Data Analysis