First Vice President, CX Measurement and Insight TH

Open 58d

Responsibilities:

Build & monitor CX measurement ecosystem
Develop and maintain the operations of the Key CX indicators monitoring
Oversight the key CX indicators and trends while partnering to explore the root cause and resolution to ensure the indicators target can be achieved.
Align consistency with Group CX in developing customer experience and leading to the measurable working practice by working in collaboration with all stakeholders in the organization.
Define and monitor the indicators to promote good customer experience,
Create survey tools and methodology for collecting voice of customer
Responsible for the launch of mandatory survey and coordinate to guide and support launch of other request survey.
Create customer knowledge by analyze voice of customers and recommend the guideline for customer experience enhancement in order to elevate the Bank’s competitiveness.
Calibrate various indicators and benchmark against both domestic and international
Be in charge of facilitate in Thailand CX Committee

Qualifications:

Bachelor or Master in Statistic, data science, data engineer or related fields
Minimum of 5-10 years of progressively responsible experience in data analysis, educational measurement and research required
Acumen in client-facing interactions
Excellent oral and written communication skills
Ability to collect and analyze data and information, drawing well-reasoned conclusions, and making persuasive recommendations
Ability to act independently to plan, coordinate, and implement administrative decisions
Program/Project management
Self-motivated and ability to maintain a high level of confidentiality regarding corporate information
Strong interpersonal capabilities and ability to work cross-functionally with other leaders on sensitive and/or emotional issues.
Business analytical and problem solving
Able to work under pressure and time constraints

See also