Assistant Manager – Customer Satisfaction Measurement and Improvement

PLA PT Prudential Life Assurance (Indonesia) (Jakarta JK, Indonesia) 12 days ago

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

This job holder will Working together with respective departments to implement CX strategy and provide guidelines, monitor and report

Principle Duties & Responsibilities

  • Prepare, lead and facilitate the CX committee (CEMM)
  • Be a part of customer facing projects/programs to guide the customer journey
  • Working with respective department to evaluate gap, identify opportunity and be able to recommend improvement to support customer excellence
  • Give feedback where necessary to ensure consistency.
  • Develop customer segmentation and customer loyalty program
  • Regular monitoring and reporting, including customer dashboard

Capabilities required

  • Understand existing process and actively involve to support customer excellence
  • Ability to understand data reporting, especially on customer data and link it to customer excellence
  • Excellent interpersonal and presentation skills
  • Understand customer-centric decision-making, voice of customer, customer intelligence, customer loyalty and (preferably) experience design and customer care.

Others

  • Responsible for planning and implementation of CX expenditures within the whole Customer & Marketing budget
  • Vendor management
  • Risk management in function by self.
  • Adherence/no breach to compliance, audit
  • Handling and monitoring administrative processes taking place in each Customer Communications activity

Job Requirements

  • University degree in Communications or other related disciplines
  • 5 years experience in communications and other related disciplines
  • Have some experience in marketing, customer service, analysis of customer data and (additionally) have a consulting background

Assistant Manager – Customer Satisfaction Measurement and Improvement

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