Assistant Manager, Voice of Customer

Responsibilities

• Lead end-to-end launch and management of CSAT/NPS surveys on the EFM platform .
• Maintain real-time Tableau dashboards to ensure data integrity across all channels .
• Process VOC data from surveys, social media, and calls to perform sentiment and root cause analysis .
• Prepare research findings for the CEO Transformation Office to influence high-level decisions .
• Oversee the close-looping process to ensure customer feedback is addressed by internal teams .
• Collaborate with departments to implement action plans and remediate systemic issues .
• Support culture-building events like CX Day, regional roadshows, and mystery shopping programs .
• Ensure the EFM platform captures data accurately on a daily basis .
• Jobholder Requirements:
• Malaysian Citizen
• Bachelor's in Business, Statistics, Computer Science, or Marketing .
• Minimum 6 years in primary market research or CX roles, preferably within financial institutions or research agencies .
• Tableau, CCXP , or Market Research certifications are a significant advantage .
• Expert in analyzing quantitative/qualitative data; experience in regression modeling or A/B testing is a plus .
• Proven ability to inspire stakeholders and coach others toward goal accomplishment .
• Adaptable, results-driven, and "customer-obsessed" with a commitment to the bank's core values .
• About Hong Leong Bank
• Realise your full potential at Hong Leong Bank by applying now.

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