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Customer Experience Management

3 weeks ago

กรงเทพมหานคร, Thailand ธนาคารเกียรตินาคินภัทร จำกัด (มหาชน) Full time

วันที่: 22 ก.ย. 2565- ตำแหน่งที่ตั้ง: กรุงเทพมหานคร, ไทย- บริษัท: ธนาคารเกียรตินาคินภัทร จำกัด (มหาชน)**Job Summary**:
Role Summary Act as a go-to person to represent true Voice of Customers to KKP. Responsible for baselining KKP overall customer experience through NPS, Closed Loop feedbacks, CSAT, complaint analysis and identify key improvement initiatives. Lead cross functional efforts to improve customer experiences and pain-point removals through process, systems, and people improvement.

**Role and Responsibilities / หน้าที่ความรับผิดชอบ**:
**Role and Responsibilities**
- **Setup process to regularly capture analyze and report out on NPS, CSAT, VOCs, and Complaints.**:

- **Organize cross functional teams to drive key improvements according to key VOCs**:

- **Drive down complaints and increase customer engagement through improved experience**:

- **Champion NPS and closed loop feedbacks process improvements**

**Qualifications / คุณสมบัติ**:
**Qualifications**
- **Experience in managing customer experience and complaint management**:

- **Customer centric mindset and exposure to different approaches and processes to improve customer experience and customer satisfactions**:

- **Project and process management skills**:

- **Proven records in driving changes through cross functional teams**:

- **Excellent communications and presentation skills.**:

- **Analytical skills.**

**Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง**:
NPS and complaint management methodology

Design thinking