Senior Customer Experience (CX) Research Analyst

Responsible for measuring and monitoring CX performance through periodic CX metrics and reports.
Responsible for planning, implementing or supporting implementation of initiatives/ activities based on analytics from key CX metrics collected.
Responsible for customer related journey/ process monitoring, mapping and management.
Responsibilities

Undertake other tasks assigned by line manager.
Analyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholders.
Design and implement qualitative and quantitative research studies to understand customer needs, preferences, and behaviors.
Support the development and in charge of maintaining and tracking periodic list of customer related journeys/ processes.
Perform the department’s role in the implementation of the initiatives/ programs/ projects (executor role, vendor monitoring, or implementation monitoring).
Conduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CX.
Ensure initiatives/ programs/ projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).
Monitor, mapping and manage customer journey experience with FEC.

Strong mathematical skills to help collect, measure, organize and analyze data.
Bachelor graduate with majors: Business Administration, Finance, Economics or Accounting, Risk management or relevant majors.
At least 02 year of experience in project management/ participation in projects, experience related to retail credit card products & consumer loans preferred.
Good communication and presentation skills.
Team work skill.
Computer Skills: skills in Excel, Powerpoint.

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-09-16 19:45:02