Customer Experience Analyst
Home Credit
HCM
hace 12 días

JOB DESCRIPTION

1. Propose framework for Customer Journey Mapping

  • Draft conceptual Customer Journey Map based on inside understandings
  • Define methodology (target groups, sample size, survey method) to confirm this concept from Customer perspectives
  • Identify performance indicators within Customer Journey Map
  • 2. Collect customer insights to complete Customer Journey

  • Drive the preparation & execution of collecting customer insights such as invite customers, setup venue, prepare incentive scheme
  • Design interview structure & questionnaires, conduct in-depth interviews & summarise interview results
  • Design structure of quantitative questionnaires
  • 3. Design Customer Journey Map

  • Design a completed end-to-end Customer Journey, including plus & minus, opportunities for improvement, performance indicators vs. actual performance
  • Prepare presentation to communicate with relevant stakeholders about end-to-end process how Customer Journey has been mapped
  • 4. Drive improvement activities on customer values

  • Coordinate with relevant business teams to drive and / or execute improvement activities according to defined customer pain points
  • Provide customer insights to ad-hoc business activities in balance with business understandings
  • Contact : Mr. Cuong Bui

    Email : cuong.bq homecredit.vn

    Phone : +84 28 3513 6868 ext : 11077

    JOB REQUIREMENTS

  • Bachelor degree with knowledge and / or experience in Qualitative research
  • Basic understanding of customer facing business processes
  • Ability to facilitate direct communication with Vietnamese customers
  • Good command of Business English
  • Excellent communication and presentation skills
  • AON Health Care
  • 24 / 7 Accidental Insurance
  • 100% Social Insurance Pay
  • Meal Allowance
  • Yearly Medical Checkup
  • 15 Annual Leaves
  • Professional and Transparent Working Environment.
  • Office hour
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