job description
Are you a strategic thinker with a passion for leveraging Voice of Customer (VOC) insights and AI-driven analytics to transform business operations? Join our dynamic team as a Strategy, VOC & Business Analysis Officer and play a pivotal role in shaping the future of financial services in a fast-paced, innovative environment.
In this role, you will bridge the gap between customer expectations and business strategy, using data-driven insights to optimize processes, enhance customer experience, and drive sustainable growth. Based in the vibrant hub of Canggu, Bali, you’ll collaborate with cross-functional teams to implement cutting-edge solutions that redefine industry standards.
If you thrive in a forward-thinking culture and are eager to make an impact with AI and strategic analysis, this is your opportunity to grow with a visionary organization.
Responsibility
- Develop and execute VOC frameworks to capture, analyze, and act on customer feedback across multiple channels.
- Conduct in-depth business process analysis to identify inefficiencies and propose AI-powered solutions.
- Collaborate with stakeholders to align VOC insights with strategic business objectives and KPIs.
- Design and implement data-driven transformation initiatives to enhance operational efficiency and customer satisfaction.
- Monitor industry trends and competitive landscapes to inform proactive business strategies.
- Prepare and present executive reports with actionable recommendations based on VOC and market data.
- Lead cross-functional workshops to foster a customer-centric culture and drive innovation.
- Utilize AI tools and predictive analytics to forecast customer behavior and business outcomes.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, or related fields; Master’s degree is a plus.
- Minimum 3 years of experience in business analysis, strategy, or customer experience (CX) roles within banking/financial services.
- Proven expertise in VOC methodologies, including surveys, interviews, and sentiment analysis.
- Strong proficiency in data analytics tools (e.g., SQL, Python, Tableau, Power BI) and AI applications.
- Excellent communication and storytelling skills to translate complex data into compelling narratives.
- Experience with process improvement frameworks (e.g., Lean, Six Sigma) is advantageous.
- Ability to work in a fast-paced, agile environment with a problem-solving mindset.
- Fluency in English; additional languages are a bonus.