Associate, Customer Experience

5 months ago

Bukit Jalil, Malaysia Astro Full time

WHY JOIN US?- We practice a vibrant & energetic office culture.- We provide opportunities for career advancement within the company.- Good performance is always rewarded accordingly.

“_It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable._”

JOB RESPONSIBILITIES:
What you will do- Consumer Research (NPS/CSAT): Support continuous improvement by analysing and converting customer journey pain points into opportunities while driving enhancements in customer research, i.e., Net Promoter Score (NPS)/Customer Satisfaction (CSAT) analysis alongside Astro's business stakeholders.- Program Management: Assist in the end-to-end management of project(s), which includes tasks such as defining objectives and goals, initiating and planning projects, executing and tracking success metrics, monitoring progress, mitigating issues, and communicating updates to relevant stakeholders.- Customer Journey Design: Develop customer journeys for new and existing products and services. Analyse and evaluate pain points within the Customer Journey phases.- Cross-Functional Project: Participate in cross-functional project groups for new products and services to advocate or represent the customer's point of view.- Model the Astro Values: Inclusive, Accountable, Creative.- Knowledge Sharing: Contribute to internal team building through knowledge sharing, training, and culture setting.

**REQUIREMENTS**:
Who you are- Independent problem-solving: display strong ability in analysing and interpreting data, arriving at a well-reasoned assessment, and developing rational next steps.- Independent planning and delivery: display track record of moving teams from ideation to execution and actively managing delivery plans against limited time and resources.- Stakeholder management: support clear, focused, and effective communication/coordination between internal teams and external stakeholders.- Operational experience - To have exposure to sales and/or service operations, including organisational design, process mapping, and training.

Qualifications & Skills-
- At least 3 years and above working experience in customer experience or performance improvement and managing survey platforms, i.e., Qualtrics, would be an advantage.-
- Critical thinking and problem-solving mindset- Excellent in presentation, communication, and interpersonal skills- Team player

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