Introduce a company-wide approach to collect feedback from customers via structured surveys, with follow-up processes to ensure that this feedback is systematically analyzed, root causes of dissatisfaction identified, and action plans put in place.
Vendor management of customer feedback solution provider.
Project Management and local country roll-out of customer feedback solutions and programs
Drive customer satisfaction / loyalty studies with research agencies and strategic partners in deploying technology solution platforms, including design and delivery of effective Voice of Customer (VOC) program.
Collaborate with key stakeholders to identify customer pain points across multiple touch-points and distribution channels by supporting all experience design improvements with relevant research and data so that stakeholders can take actions to eliminate these pain points, whilst balancing business and commercial needs.
Collaborate with key stakeholders to analyze the relationship of VOC with employee engagement and financial outcomes by partnering with analytics to identify key drivers of customer pain points. This includes strategic program designs to drive continuous on-the-ground training as well as Rewards & Recognition programs based on desired employee behavior.
Partner with key stakeholders to define new customer engagement key performance indicators.
Be an evangelist for Customer Experience across the wider business.
Experience and thorough understanding of enterprise-wide customer feedback solutions / platforms available in the markets (e.gMedallia, Confirmit, Satmetrix, Verint).
Extensive experience in leading survey design including familiarity with survey methodologies such Net Promoter Score (NPS) and drive actions around sustainable service and process improvement
Asia and regional office experience is highly desirable.
Experience in Customer Experience Journey Mapping to design optimal interactive experience whilst balancing business and commercial needs.
Fluent in English.
the recruitment agency
Affinity Group Asia (AGA) is a specialist marketing recruitment consultancy proud of our dedicated focus in marketing, communications and digital. We are truly passionate about ...