Customer Experience Insights Manager

1 week ago

Kuala Lumpur, Malaysia OCBC Bank Full time

**Customer Experience Insights Manager** **-** **(**240001T0**)**

**The Opportunity**

Do you enjoy the challenge of creating clarity within a complex world of quantitative and qualitative data?

As an experience insights manager, you will work on researching the customer and colleague experience to gain actionable insights that improve their experience.

You have a deep interest in both qualitative and quantitative research and you are able to think in customer journeys. You understand how different types of data and research methodologies can contribute to painting a wholistic picture of how the customer experiences their journey. You are detail-oriented and forward thinking, with the tenacity and energy to solve complex challenges under demanding time constraints. You’re able to create simple and actionable insights out of a wide range of data sets.

Join a passionate, multi-talented research & design team, within a highly collaborative and supportive environment to create in-depth end-to-end financial journeys for personal and business banking customers. The team has been acknowledged as Asia’s Top Design Practice at the Singapore Design Awards and has amassed multiple SG Good Design Mark awards since 2014. This is a high-impact and internally-visible role that will positively influence customer experience with the OCBC Bank Group.

**What you’ll be doing**
- Build relationships and collaborate with experience designers, product management, data office, tech development and external agency teams to measure the customer experience across their end-to-end journeys;
- Frequent reviews of journey performance and customer feedback with experience design colleagues and CX committee;
- Frequent stakeholder presentations on NPS and Journey tracking programmes;
- Participate in customer interviews and journey mapping exercises to fully understand the customer and colleague journeys;
- Correlate experience data to operational and financial data to measure the drivers of value for the bank;
- Contribute to the maturity of insights capabilities and development of predictable analytics within GCX.

**Qualifications**

**You’ll succeed because**
- You have spent at least 5 years in a customer research role and know how to extract and formulate insights from large quantities of qualitative feedback. Great if you have experience with Qualtrics;
- You have strong execution skills with surveys and data visualisation. Great if you have experience with PowerBI or Qlikview;
- You understand Design thinking and customer journeys. Great if you understand how to use journey maps, flow charts and wireframes;
- You have excellent interpersonal and communications skills because you understand that the end product is only as good as the collaboration between the research, design, product and engineering teams;
- You have good presentation and communication skills that lets you effectively communicate experience research and insights to a large group of cross-functional stakeholders. You can tell a powerful story;
- You are a natural collaborator with a growth mindset. You enjoy sharing your domain knowledge with others. Yet, you can work autonomously, be self-driven and meticulous to get the details right;
- You exhibit grace under pressure and understand that CX is a team sport.

**Primary Location**: Malaysia-Kuala Lumpur-Kuala Lumpur

**Job**: Customer Experience

**Organization**: MAL COO - Customer Experience - CX Metrics

**Schedule**: Permanent

**Job Posting**: 09-Dec-2024, 7:47:48 PM

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