Customer Experience Senior Specialist
Job description for Customer Experience Senior Specialist at Prudential
This job has primary responsibility in:
1. Managing Customer Experience projects including research to get customer’s insight, build customer journeys at different touchpoints, implement initiatives to bring better experience to customers
2. Represent the voice of customer to contribute to cross function projects and BAU activities.
3. Review the communication mood and tone, contact strategy.
4. Create and manage customer dashboard to provide a holistic view a about our customers.
5. Support for activities to create a Customer centric cultural in the organization.
1. Business Impact:
- Drive the development of customer experience/customer service aiming to be the top in class in Life Insurance.
- Represent and evangelize “the voice of customer” and drive for customer-centric culture across the Prudential
- Co-ordinate cross-functional project based-work in representative of customer voice.
2. Planning and execution:
- Collect voice of customers through different sources to understand customer's needs, pain points:
- + Doing research projects or use existing research from Customer Insight team.+ Work with data analytics team.+ Social Listening+ Reports from different departments such as Call Center, GA, Claim ...
- Represent the voice of customer to contribute to cross function projects and BAU activities to develop/ improve customer interaction experience, drive the customer engagement:
- + Interaction with front lines, Operations, MKT, Products, Customer Service, Claim to understand staff and customer’s feedback and provide customer insights, solutions, and guidance for relevant business and functions for improvement.+ Review the communication mood and tone, contact strategy+ Making sure we keep follow Customer commitment policy.
- Create and manage customer dashboard to provide a holistic view about our customers to management team to alert the risk trends if any or setting priorities areas.
- Support for activities to create a Customer centric cultural in the organization.
3. Relationship and Communications:
- Build effective relationships both within and outside the department by promoting joined up and collaboration culture.
- Seek inputs from and maintain effective ongoing communication with others.
- Promote customer centric culture across the Prudential
- Manage conflicts to ensure least disruption to organization.
4. Job requirements:
Qualification: University Degree in a business related discipline
Experiences:
- At least 2 – 3 year’ experience in service or process development in Insurance/Banking.
- Experience in creating customer communication contents
- Familiar with data analysis is a plus
Knowledge and skill set:
- Have customer service / customer relations experience
- Have good analytical skills, problem solving skills, and a business mindset
Behavior and core values:
- Be a role model and leading by example.
- Curious: Being humble and always listen and seek to learn and understand
- Nimble: Being Agile and Adaptive
- Ambitious: Being a good sport and doing the right thing come first.
Must have skills
Nice to have skills
About the company
Office address
Tầng 25, Tòa nhà Sài Gòn Trade Center, 37 Tôn Đức Thắng, Tp. Hồ Chí Minh