First Vice President, CX Measurement and Insight TH - Thailand - CIMB Group

    CIMB Group
    CIMB Group Thailand

    1 สัปดาห์ที่แล้ว

    คำอธิบาย
    Description

    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
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