-Customer Centricity Framework

Develop and implement CC Roadmap

Drive direction of CC team to be align with business priorities

Provide advice & guidance to MTs on course of action of customer satisfaction

Setup OpCo-wide campaigns to drive a CC mindset by seeking collaboration cross-functionally

Report progress on metrics and CC roadmap

-Customer Centricity Operation Management

Ensure quality of outlet response through Customer Centricity survey implemented by Customer Centricity Admin that enable business action discussion upon customer feedback.

Successfully implement Customer Gauge that meet local need and that comply to global rule and standard. Able to implement the tool to drive cross-functional collaboration upon customers feedback with clear workflow.

Work closely with stakeholders (Sales, DMT, TMKT, Finance, MKT, Supply Chain) by providing insights, observations, and recommendations to improve services at the outlet level.

-Customer Centricity Governance

Work closely with stakeholders to translate customer feedback data into actions & business results

Assist stakeholders with customer feedback data in launching initiatives, projects cross-functionally to improve customer experience, resolve pain-points, capture business opportunities.

Drive CC Maturity Check, review outcomes

-Capability Development

Support the Customer Centricity Manager to develop the capability of the team according to the sales competencies.

Implement initiatives that will help elevate the capability of the teams.

Role Model to champion the learning behavior to help create a proactive learning environment.

• Bachelor’ Degree and 2 -3 years of experience on customer insights, customer- experience management, voice of customer, or any other related fields.

• At least 2 to 3 years working experiences in banking, insurance, telecom, FMCGs, Audit firm, or research.

• Strong communication skills, presentation, meeting facilitation

• Strong research background and analytical skills

• Outstanding project management and organizational skills.

• Excellent time management and multi-task task management

• Strong understanding of value drivers for the customers’ needs and able to capture mutual business benefit for the company.

• Preferred experiences in project management, research analysis, and any business case study/analysis.

• Experiences in working with multiple stake holders and managing expectation.

• Strong interpersonal skills and stakeholder management

• Effectively partner & co-operate with all functions

• Ability to think End-to-End across functions

• Empathy towards customers and employees

• Seniority to act on MT level and influence

• Passion for delivering result, taking ownership

• Resilience in breaking through barriers and bringing the right escalation points to the MT