Customer Experience Analyst

Job Description

Mission: ● Responsible for generating reliable CEX data, insights, and analysis, which can be used in the formulation, development, and implementation of the overall strategy for promoting, enhancing, and sustaining long-term positive customer experience. ● CEX Analyst has to work with multiple teams to collect and analyze the data owned by different functions, including but not limited to CR, MKT, S&D, NWG, and ITS, and build insight on top of that. Responsibilities: ● To run deep-dive analytics on information to distill customer intelligence. ● To coordinate with MKT, EB, S&D, research teams, and CR closed-loop feedback team to design, develop, and standard CEX surveys and reporting formats. ● To provide and analyze CEX survey data, operational diagnostic, and competitors and develop insights for CEX’s Management. ● To track and report customer advocacy metrics across the organization. ● To provide support in the design, execution, analysis, and customer research and feedback communication. ● To analyze and report on the CEX plan’s implementation, results, and actions from closed-loop feedback. ● To obtain information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs. ● To analyze the result of Customer Focus Group Sessions, Customer Forums, and customer comments on all Online channels. ● To liaise with PR, Advertising, Media, etc., to ensure customer-centric communication to the customer from the CR Division. ● To coordinate the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures. ● To develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions. ● To coordinate relationships with critical customer-impacting business units for service efficiency. ● To implement approaches and research to understand customer loyalty and return on investment (ROI). ● To cooperate with the Customer Experience Program manager in root cause analysis on various agreed surveys such as CLF, HVJs, and MPR.