Research Led CX Management Expert

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time
About This Role

We are seeking an experience insights manager to join our passionate, multi-talented research & design team, within a highly collaborative and supportive environment.

The ideal candidate has at least 5 years of experience in a customer research role, with strong execution skills in surveys and data visualisation, as well as excellent interpersonal and communications skills.

You should be able to think in customer journeys, understand design thinking and correlate experience data to operational and financial data to measure the drivers of value for the bank.

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

  1. Join our passionate, multi-talented research & design team, within a highly collaborative and supportive environment;
  2. Collaborate with experience designers and product management to measure the customer experience across their end-to-end journeys;
  3. Frequent stakeholder presentations on NPS and Journey tracking programmes;
  4. Contribute to the maturity of insights capabilities and development of predictable analytics within GCX;
  5. Correlate experience data to operational and financial data to measure the drivers of value for the bank.

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