Snr Srvc Designer, Cx Strategy

7 months ago


Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour
- Regular Hours
- Monday - Friday- Business Area
- Operations- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Continuously capture Voices of Customers and Voices of Employees to gain a complete view of customer experience
- Measure, monitor and report customer satisfaction and engagement levels to continuously improve our operations and remain competitive
- Gain deeper insights through analysis of data from multiple sources to uncover and recommend strategic solutions to drive Group-wide improvements in CX
- Ensure designing of our products, services and the way we operate are dictated by what is best for our customers
- Support the Service Excellence Council strategies

**Key Responsibilities**:

- Conduct 360 VOC to understand CX journeys and service moments of truth across multiple journeys
- Perform ethnographic research to understand customer gain points and pain points
- Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey
- Own and drive (through engagement with stakeholders) customer related surveys to gather customer and general banking insights to formulate CX strategy
- Possess design-thinking skills to develop a structured framework for understanding customers and co-design desired solution and experience
- Requirements

**Requirements**:
Bachelor Degree -.
- Min 5 years in customer experience
- Min 10 years in Banking or Service Industry

**Specific**:

- Understand CX journeys and service moments of truth across multiple journeys
- Strong excel and analytical skills - able to synthesise large volumes of data to derive customer insights and prepare reports to management
- Able to perform ethnographic research to understand customer pain points and creative problem-solving
- Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squad
- Possess basic product and services knowledge

***:
**General**:

- Strong interpersonal skills and ability to work with internal and external people.
- Solid change management skills & problem solving
- Good planning, organizing and co-ordination skills.
- Basic computer literacy (MS Word, PowerPoint, Excel Internet, Outlook) is a must.
- Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards



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