Senior Customer Experience (CX) Research Analyst

Job Description

Responsible for measuring and monitoring CX performance through periodic CX metrics and reports.

Responsible for customer related journey/ process monitoring, mapping and management.

Responsible for planning, implementing or supporting implementation of initiatives/ activities based on analytics from key CX metrics collected.

Responsibilities

• Monitor, mapping and manage customer journey experience with FEC.
• Design and implement qualitative and quantitative research studies to understand customer needs, preferences, and behaviors.
• Support the development and in charge of maintaining and tracking periodic list of customer related journeys/ processes.
• Analyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholders.
• Conduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CX.
• Perform the department’s role in the implementation of the initiatives/ programs/ projects (executor role, vendor monitoring, or implementation monitoring).
• Ensure initiatives/ programs/ projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).
• Undertake other tasks assigned by line manager.

Job Requirement

• Bachelor graduate with majors: Business Administration, Finance, Economics or Accounting, Risk management or relevant majors.
• At least 02 year of experience in project management/ participation in projects, experience related to retail credit card products & consumer loans preferred.
• Computer Skills: skills in Excel, Powerpoint.
• Team work skill.
• Good communication and presentation skills.
• Strong mathematical skills to help collect, measure, organize and analyze data.