Associate, Customer Experience (Voice of Customer)
We practice a vibrant & energetic office culture.We provide opportunities for career advancement within the company.Good performance is always rewarded accordingly.JOB RESPONSIBILITIES:Consumer Research (NPS/CSAT):Support continuous improvement by analysing and converting customer journey pain points into opportunities while driving enhancements in customer research, i.e., Net Promoter Score (NPS)/Customer Satisfaction (CSAT) analysis alongside Astro's business stakeholders.Program Management:Assist in the end-to-end management of project(s), which includes tasks such as defining objectives and goals, initiating and planning projects, executing and tracking success metrics, monitoring progress, mitigating issues, and communicating updates to relevant stakeholders.Customer Journey Design:Develop customer journeys for new and existing products and services.
Analyse and evaluate pain points within the Customer Journey phases.Cross-Functional Project:Participate in cross-functional project groups for new products and services to advocate or represent the customer's point of view.Model the Astro Values:Inclusive, Accountable, Creative.Knowledge Sharing:Contribute to internal team building through knowledge sharing, training, and culture setting.REQUIREMENTS:Independent problem-solving:display strong ability in analysing and interpreting data, arriving at a well-reasoned assessment, and developing rational next steps.Independent planning and delivery:display track record of moving teams from ideation to execution and actively managing delivery plans against limited time and resources.Stakeholder management:support clear, focused, and effective communication/coordination between internal teams and external stakeholders.Operational experience:To have exposure to sales and/or service operations, including organisational design, process mapping, and training.Qualifications & Skills:Candidate must possess a degree, preferably in Business Studies, Marketing, Communications, or equivalent.At least 3 years and above working experience in customer experience or performance improvement and managing survey platforms, i.e., Qualtrics, would be an advantage.Proficient in spreadsheet applications.Critical thinking and problem-solving mindset.Excellent in presentation, communication, and interpersonal skills.Team player.#J-18808-Ljbffr