Finance

Senior Service Designer

Archived
Full Time

RHB Banking Group

Key Responsibilities:

  • Continuously capture Voices of Customers and Voices of Employees to gain a complete view of customer experience.
  • Measure, monitor and report customer satisfaction and engagement levels to continuously improve our operations and remain competitive.
  • Gain deeper insights through analysis of data from multiple sources to uncover and recommend strategic solutions to drive Group-wide improvements in CX.
  • Ensure designing of our products, services and the way we operate are dictated by what is best for our customers.
  • Support the Service Excellence Council strategies.
  • Conduct 360 VOC to understand CX journeys and service moments of truth across multiple journeys.
  • Perform ethnographic research to understand customer gain points and pain points.
  • Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey.
  • Own and drive (through engagement with stakeholders) customer related surveys to gather customer and general banking insights to formulate CX strategy.
  • Possess design-thinking skills to develop a structured framework for understanding customers and co-design desired solution and experience.

Requirements:

  • Bachelor Degree in related field.
  • Min 5 years in customer experience and 10 years in Banking or Service Industry.
  • Understand CX journeys and service moments of truth across multiple journeys.
  • Strong excel and analytical skills – able to synthesise large volumes of data to derive customer insights and prepare reports to management.
  • Able to perform ethnographic research to understand customer pain points and creative problem-solving.
  • Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squad.
  • Possess basic product and services knowledge
Location
Kuala Lumpur, Malaysia
Type
Full Time
Industry
Finance
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