Experience Data Analyst Manager

7 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time
Key Responsibilities

We are seeking an experienced customer experience insights manager who can paint a wholistic picture of how the customer experiences their journey.

The ideal candidate has a deep interest in both qualitative and quantitative research, with the tenacity and energy to solve complex challenges under demanding time constraints.

You should be able to create simple and actionable insights out of a wide range of data sets, with excellent presentation and communication skills to effectively communicate experience research and insights to cross-functional stakeholders.

The role involves frequent stakeholder presentations, collaboration with experience designers and product management, and contributing to the maturity of insights capabilities.

  1. Correlate experience data to operational and financial data to measure the drivers of value for the bank;
  2. Contribute to the development of predictable analytics within GCX;
  3. Collaborate with experience designers and product management to measure the customer experience across their end-to-end journeys;
  4. Frequent stakeholder presentations on NPS and Journey tracking programmes;
  5. Participate in customer interviews and journey mapping exercises to fully understand the customer and colleague journeys.


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