Finance

Service Designer

Archived
Full Time

RHB Banking Group

Key Responsibilities:

  • 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

Primary Objective:

  • 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

Requirements:

  • Bachelor Degree – Degree or Master from established and recognized university..
  • Master’s Degree – Degree or Master from established and recognized university.
  • min 5 years experience in customer experience
  • min 10 years in Banking or Service Industry
Location
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
Type
Full Time
Industry
Finance
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