What you’ll do

• Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and Product NPS
• Setting journey specific CX KPIs and publishing periodic CX scorecards
• Prioritization and E2E design of CX journeys
• Actively listening VOC and gathering customer & channel insights to find customer pain points at journeys to be improved and to turn them into actual project requirements and squad PBIs
• Designing and rolling out surveys for journey based NPS and satisfaction scores
• Collaboratively working with Customer Insights, Product Management, UX Research and Big Data teams to understand customer needs using researches and analytics.
• Driving solutions to improve the customer experience and level of service.
• Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer.
• Participating local & international customer experience benchmarking studies and follow up of key hard metrics.
• Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs.
• Governance of NPS root cause analyses & action plans based on business segments

Who you are

• Insights and data driven reasoning
• Customer oriented mindset
• Demonstrated ability to work effectively across business teams
• Solid background and knowledge in Product-life cycle and Channel/touchpoint design (VBU background is a strong plus)
• Has a deep understanding of service design methodologies with Design Thinking approach.
• Has an experience in leading cross functional projects (CX related projects preferred)
• Strong interpersonal, team communication, coordination and facilitation skills
• Strong follow-up skills and ability to work under pressure and challenging targets
• Adaptive to change
• Takes personal responsibility, self-starter
• An energetic and infectiously positive attitude
• Excellent command of English

Not a perfect fit

What's in it for you

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Who we are