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Voice of Customers (VOCs) Initiatives
- VOC Program Management: -
- Design, implement, and lead NPS and CSAT measurement initiatives across various customer touchpoints, ensuring programs are aligned with business objectives.
- Explore and optimise survey distribution methods to maximise response rates, selecting appropriate timing and channels for delivery.
- Conduct focus groups and utilise other appropriate research methods to gather qualitative insights and data that support business decisions and initiatives.
- Collect, consolidate, and validate survey responses and feedback data from multiple sources to ensure high data quality and reliability for analysis.
- Utilise advanced statistical techniques and data analysis tools to dissect survey data, uncover meaningful insights, and identify trends.
- Generate comprehensive reports, dashboards, and visualizations that clearly communicate survey findings and key insights to stakeholders.
- Lead and oversee data management, processing, and insight generation to support informed decision-making.
- Support the Bank's and/or Customer Experience (CX) Program in customer service-related initiatives, providing insights and recommendations to enhance service quality.
- Products/Service Improvement Initiatives
- Collaborate on integrating survey insights into customer personas and segmentation strategies.
- Develop actionable improvements based on feedback and monitor progress over time.
- Monitor NPS and CSAT performance trend over time and contribute to the development initiatives/strategies for continuous improvement.
- Collaborate with cross functional teams to design and execute VOC initiatives aimed at gathering data and customer insights to boost customer satisfaction and loyalty.
- Industry Research and Best Practices
- Assist in market research and insights execution plan to meet business opportunity / service improvement / improve customer satisfaction.
- Stay informed on industry trends and best practices in customer experience measurement and research methodologies.
- Recommend and implement data analysis techniques, process or methodological improvements.
- Vendor Management
- Maintain strong relationships with external vendors and survey platform provider.
- Oversee technical issues, platform enhancements, and quality assurance.
- VOCs Awareness and Education
- Lead engagements, coaching, and communication efforts to promote VOC awareness among business units.
Others
- Contribute to customer outreach and engagement programs that aim to enhance customer loyalty and satisfaction.
- Support CX projects and measurement workstreams.
- Communicate insights effectively to stakeholders to inform strategic actions.
