Mission:

• Responsible for generating reliable CEX data, insights, and analysis, which can be used in the formulation, development, and implementation of the overall strategy for promoting, enhancing, and sustaining long-term positive customer experience.
• CEX Analyst has to work with multiple teams to collect and analyze the data owned by different functions, including but not limited to CR, MKT, S&D, NWG, and ITS, and build insight on top of that.

Roles & Responsibilities:

• To run deep-dive analytics on information  to distill customer intelligence
• To coordinate with MKT, EB, S&D, research teams, and CR closed-loop feedback team to design, develop, and standard CEX surveys and reporting formats.
• To provide and analyze CEX survey data, operational diagnostic, and competitors and develop insights for CEX’s Management.
• To track and report customer advocacy metrics across the organization.
• To provide support in the design, execution, analysis, and customer research and feedback communication.
• To analyze and report on the CEX plan’s implementation, results, and actions from closed-loop feedback.
• To obtain information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs
• To analyze the result of Customer Focus Group Sessions, Customer Forums, and customer comments on all Online channels
• To liaise with PR, Advertising, Media, etc., to ensure customer-centric communication to the customer from the CR Division.
• To coordinate the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
• To develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions 
• To coordinate relationships with critical customer-impacting business units for service efficiency.
• To implement approaches and research to understand customer loyalty and return on investment (ROI)
• To cooperate with the Customer Experience Program manager in root cause analysis on various agreed surveys such as CLF, HVJs, and MPR…

Education:

• B.Sc. in Statistic /Marketing /Engineering or related Fields.

Experience:

• Minimum of 3 years’ experience in an area of specialization; 
• Experience working With data of  medium/Large  organization
• Be an expert with python and SQL