Summary:-
The CX team member will advocate for change and execute the Customer Experience strategy to enhance customer advocacy and drive NPS, ensuring a consistent and positive experience across all touchpoints. They will also promote customer/distributor research and contribute to the maturity of insights capabilities.
Job Responsibilities:
- Collaborate across key functions to embed customer centricity within MLS;
- Optimize NPS operations, governance, and reporting; drive continuous improvement for rNPS and tNPS;
- Use a data-driven approach to create actionable business insights by correlating customer and distributor experience data with internal data;
- Collaborate on digitization initiatives to enhance omnichannel customer experience;
- Support customer/distributor immersion activities to achieve optimal business outcomes and track ROI;
- Stay updated on industry trends and local regulations; improve customer journey to maintain competitive edge.
Job Requirements:
- Proven experience in customer experience or insights roles, ideally in regulated industries;
- Knowledge of statistical methods for targeting, segmentation, revenue generation, retention, and marketing;
- Analytical mindset for translating data into actionable insights;
- Experience managing third-party vendors and delivering results;
- Familiarity with customer experience management software and tools;
- Experience with Agile methods;
- Excellent communication, influencing, presentation, and interpersonal skills;
- Ability to quickly understand the technical and business domains within MLS.
Please kindly note that only shortlisted candidates will be notified.
