First Vice President, CX Measurement and Insight TH
CIMB Thailand · Thailand
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