Insights and CX Director

3 days ago


Petaling Jaya, Selangor, Malaysia Sime Darby Property Full time
Drive Service Excellence
The Insights and CX Director position at Sime Darby Property involves leading the Voice of Customer (VoC) and Insights function while driving continuous service improvement. This role ensures that customer feedback is collected, analyzed, and translated into actionable service enhancements.

Key Responsibilities:
  1. Define and monitor key CX performance indicators (NPS, CSAT, resolution time, service response efficiency).
  2. Develop and maintain CX dashboards for real-time tracking of service effectiveness.
  3. Benchmark customer service performance against industry standards and track progress towards improvement targets.
  4. Establish a structured customer service recovery framework to minimize escalation rates and improve resolution effectiveness.


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