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Teaching and Up-Skilling Chapter Member(s) in other squads within CX on the work approach and best practices or standards (i.e.
"HOW") of their respective chapter discipline in order for the Chapter Member(s) to execute their respective squad's user stories in relation to applying the RHB CX Design Principles, RHB Tone of Voice, delivering CX improvements and Survey Design using Experience Management Platform.
Support career and skills development of chapter member by defining a clear development plan & trainings.
Co-sign on evaluation of chapter members (together with Squad Lead).
Coordinate/lead trainings for chapter members and Squad members.
Evaluator for his Chapter Member(s)' competencies' dimension under the Agile Performance evaluation.
Chapter Lead to leverage on Chapter ceremonies and Chapter wall to up-skill his/her chapter member(s) in a structured manner.
Lead the Next Gen CX Project to map customer segment, as well as ideate and implement CX differentiation opportunities, with the objective to deliver market leading differentiation and increase uptake of customers using RHB as their primary bank and likelihood to recommend (i.e.
Net Promoter Score).
Operationalise the Group-wide Experience Management Platform to deliver both strategic and tactical surveys.
With the objective to capture CX performance and insights of key episodic moments, channels/products, and recommend strategic actions to Product/Channel/Segment Leads.
Manage the Annual Customer Survey from end-to-end, including survey design, sampling plan, fieldwork, reporting and action planning.
This includes facilitating workshops and recommending strategic insights to deliver Year-on-Year improvement in NPS score and NPS Rank against key competitors.
Requirements:Bachelor Degree or Master Degree from established and recognized university.
Min 10 years' experience in either Customer Experience, Market Research, Management Consulting or Business Advisory roles, including min 5 years' working exposure with Banking and Financial Institutions.
Understand CX journeys and service moments of truth across multiple journeys.
Strong excel and analytical skills – able to synthesize large volumes of data to derive customer insights and prepare reports to management.
Able to perform customer surveys (both Quantitative and Qualitative) as well as ethnographic research to understand customer pain points and opportunities.
CX Principles, 4D Appreciative Inquiry, Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squad.
Possess Banking products and services knowledge.
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Banking & Financial Services - More than 10,000 employees.
The RHB Banking Group is the fourth largest fully integrated financial services group in Malaysia.
The Group's core businesses are streamlined into seven main business pillars, namely Group Retail Banking, Group Business & Transaction Banking, Group Wholesale Banking, Singapore Business Operations, Group Shariah Business, Group International Business and Group Insurance.
Group Wholesale Banking comprises Corporate Banking, Investment Banking, Client Coverage, Group Treasury & Global Markets, Asset Management and Private Equity.
All the seven business pillars are offered through the Group's main subsidiaries, RHB Investment Bank Berhad, RHB Islamic Bank Berhad and RHB Insurance Berhad, while its asset management and unit trust businesses are undertaken by RHB Asset Management Sdn.
Bhd.
and RHB Islamic International Asset Management Berhad.
The Group's regional presence now spans ten countries including Malaysia, Singapore, Indonesia, Thailand, Brunei, Cambodia, Hong Kong, Vietnam, Lao PDR and Myanmar.
It is RHB Banking Group's aspiration to continue to deliver superior customer experience and shareholder value; and to be recognised as a Leading Multinational Financial Services Group.#J-18808-Ljbffr