Assistant Director, Customer Experience & Insights
Prudential · Kuala Lumpur
Full-timeonsiteseniorOtherCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this role leads the customer experience agenda, aiming to achieve top-tier Net Promoter Score performance by driving measurable improvements in customer journeys. The position involves translating customer feedback and operational data into clear priorities, holding business owners accountable for experience enhancements. It also entails managing the Voice of Customer program and ensuring compliance with Treating Customers Fairly principles across the organization.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage and enhance the Voice of Customer program, including NPS tracking
- Analyze customer feedback to identify key improvement areas
- Facilitate insight sharing and define actions for journey improvements
- Establish closed-loop feedback for customer issues and complaints
- Drive continuous improvements for priority customer journeys
- Champion customer centricity and TCF principles across the organization
ทักษะที่ต้องการ / Required skills
- Customer Experience
- NPS
- VOC Program Management
- Data Analysis
- Stakeholder Management
- Customer Journey Mapping
- TCF Compliance
- Change Management