Executive, Customer Experience

1 week ago

Kuala Lumpur, Malaysia Prudential plc Full time

Executive, Customer Experience (CX) Management

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

1. Responsible for executing PruBSN's Voice of Customer's (VOC) program, track and provide the reports to all related touchpoints and the wider team
- Conduct surveys to gather information on customer opinion of rendered services
- Responsible to understand the customers personas and their specific needs, by gathering customer feedback in real time
- To track and report customer's NPS/CSAT feedbacks
- Provide monthly customer insights to the wider team

2. Drive accountability across all touchpoints by having discussions on providing a delighting customer experience with the objective achieving consistent and improving customer experience
- Produce reports based on stakeholder requirements and push for processes automation wherever possible
- Liaise with the Operations team to ensure all customer issues are captured, analysed, and triaged for action
- Extract and analyze data from various data sources, drawing actionable insights to enable decision making
- To be involved with the groundworks in implementing the initiatives planned during VOC Dialogue
- Analyze customer feedback and data to identify pain points and opportunities for improvement across all touchpoints, working collaboratively with the touchpoint owners
- Conduct studies and research to discover new techniques necessary for improving customer experience

4. Case escalation & resolution
- Attend any related enquiries escalated by front liners and liaise with the relevant department to resolve the issues
- Attend related issues received from other department which requires further escalation

5. Policies & governance
- Support the development and implementation of the company's governance or specific delegated policies, procedures or guidelines
- Ensure adherence to the guidelines and standards specified by the regulatory bodies (BNM, MTA, GHO, etc.)

Job ID 24020380

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