Purpose of this role: Manage customer satisfaction measurement program, run projects to improve customer experience and improve NPS score, work with other functions/departments in the company to improve customer satisfaction and promote customer-centric culture.

Main Responsibility

Key Result Area

1.      Manage NPS (Net Promoter Score) Program

·       Run Weekly/Monthly/Quarterly Reports

·       Monitor NPS system daily to find out any special insights/ customer issues

·       Analyze NPS data to find out customer insights/ customer pain points and propose actions to other functions/departments to improve customer satisfaction.

2.      Run projects (Will lead project or join projects as a project member) to improve NPS score and customer experience

·       Improve NPS score of each touchpoint.

·       Improve Response Rate

·       Run activities to promote customer centricity culture

·       Wo

·       rk with other departments for customer-related projects. For example: Product Design, Value-added services for Products.

3.      Other ad-hoc tasks assigned (if any)

1.   NPS Score

2.   NPS Response Rate

3.   KPIs of the assigned projects

Qualification and Experience Requirement

Education /knowledge                   

:

·       University degree

Experience                     

:

·       Insurance working experience is preferred

·       At least 3 years working experience

·       Previous working experience is about customer satisfaction measurement (must) and together with the following areas is preferred: customer marketing, operations excellence projects, service improvement projects

·       Good English (both written & verbal)

Skills    

:

·       Project Management

·       Microsoft Office (Excel/ Power Point/ Access is a plus)

·       Comfortable and quick at data/number/customer comments mining and deep-diving.

·       Coordination

·       Organizing work

·       Time Management