job description
Join Hong Leong Bank as an Assistant Manager, Voice of Customer in beautiful Bali and play a pivotal role in shaping exceptional customer experiences. In this dynamic position, you will lead initiatives to capture, analyze, and act on customer feedback, ensuring our services meet the highest standards of satisfaction and loyalty.
As a key member of our customer-centric team, you will collaborate with cross-functional departments to implement data-driven improvements, enhance service quality, and drive customer retention. Your expertise in customer insights will help us refine our strategies and deliver personalized solutions that resonate with our diverse clientele.
This is a unique opportunity to work in a vibrant, international environment while contributing to the growth of one of Asia’s leading financial institutions. If you are passionate about customer advocacy and thrive in a fast-paced, innovative setting, we invite you to apply and be part of our mission to redefine banking excellence.
Responsibility
- Lead the collection, analysis, and interpretation of customer feedback across multiple channels (surveys, reviews, social media, etc.).
- Develop and implement actionable strategies to address customer pain points and improve satisfaction scores.
- Collaborate with marketing, product, and operations teams to integrate customer insights into business decisions.
- Monitor and report on key performance indicators (KPIs) related to customer experience, such as NPS, CSAT, and retention rates.
- Design and execute customer journey mapping to identify opportunities for service enhancement.
- Train and mentor customer service teams on best practices for handling feedback and resolving issues.
- Prepare comprehensive reports and presentations for senior management to highlight trends and recommendations.
- Stay updated on industry trends and competitive benchmarks to ensure our customer experience remains best-in-class.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer experience, voice of customer (VoC) programs, or a similar role.
- Proven track record of analyzing customer data and translating insights into actionable strategies.
- Strong proficiency in data analysis tools (e.g., SQL, Tableau, Power BI) and CRM systems.
- Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.
- Experience in the financial services or banking industry is a plus.
- Fluency in English; additional languages (e.g., Bahasa Indonesia, Mandarin) are advantageous.
- Certifications in customer experience (e.g., CCXP) or project management (e.g., PMP) are highly desirable.