Evangelize the nature and importance of customer experience to key country stakeholders and the wider organization
Set up and run the technical aspects of customer feedback collection and reporting. This includes ensuring that systems and processes are in place to get customer feedback to the team managers of front line colleagues who had the original interaction
Define the relative priority of customer touch points to be targeted within the programme based upon importance to both business and customer
Undertake the analysis and categorization of customer feedback in order to understand the root causes of customers' issues. Customer feedback can be derived from NPS surveys, complaints information and operational information such as customers' reasons for calling in to call centers, etc.
Define, set up and manage the governance of the programme in order to ensure that working groups define the actions necessary to address the customer issues and a senior
경력 및 자격요건
Five years of customer experience / NPS management. Experience in the insurance industry a plus.
Excellent change management skills, derived in a corporate environment
Project management / organizing multi-functional work teams
Process development and planning
Presentation development and delivery; influencing leaders and team members from numerous functions.
Proficiency in data management, analysis and processing.
University degree in business, information systems, project management or related areas.
Experience in creating and administering reports in Crystal reports, SFDC, Excel, etc.
Proficiency in MS Office, including MS Project.
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
돌아가기
02-6281-5050
soohpark@nterway.com
