Job Description 

  • Obtain customer insights from data, NPS feedback and social media reports to develop analysis and initiatives to increase customer satisfactions through NPS and customer supports 
  • Define customer pain points based on data, identify needs of customers in order to help improve processes or identify product features to help solve that customer’s pain
  • Supports business initiatives and ensures good coordination and collaboration between the teams between departments and within CX team (CS and Customer insights) to achieve successfully projects milestones and goals of exceptional customer experience
  • Monitor the effectiveness of projects / initiatives and provides status reports and suggest tactical approach to reach CX team’s goal
  • Actively participate with Shared Service Center (SSC) team for NPS or CX related projects, this may also include assistance in defining features and functions for specific projects, as required by project needs 
  • Ensures constant calibration of between project teams, managers and other stakeholders at regular intervals
  • Work closely with local stakeholders, e.g. product, marketing, restaurant experience etc. to provide insights and key ideas to help improve customer experience
  • Resolves problems through data analysis, provides efficient reporting and communication

 

Qualification 

  • Minimum of 3+ years of proven experience in consulting or customer research
  • Bachelor’s or Master’s degree
  • Must be capable of dealing confidently and professionally at executive level internally and with other stakeholders 
  • Proven ability to deal with ambiguity, manage complex problems with a good structure to solve such problems.
  • Excellent verbal, written, interpersonal, leadership and organizational skills
  • Excellent in data analysis. Ability to query data is a plus
  • Must be passionate about delivering industry leading customer experience and thrive in a fast-paced, high energy environment

 

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