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Customer Experience Journey Manager

Citi
Jakarta, JK
20 days ago: Citi

Job Description

Description

 
  • Analyze complaints and NPS: perform deep dive on the underlying problem with consideration of top issues, significant volume changes, high risk activities and emerging trends. The analysis is addressed to identify opportunities to enhance practices/training, identify control breaks or opportunities to simplify/automate controls/activities, identify opportunities to prevent future issues and identify performance is not meeting expectations
  • Escalate trends and analysis to the respective users or business units. Help them to understand the issues and monitor the implementation of the actions taken by them

Qualifications

 
  • Bachelor degree from reputable University
  • Have Analytics skill
  • Strong Team player
  • Curious
  • Familiar with banking process
   


Description   Analyze complaints and NPS: perform deep dive on the underlying problem with consideration of top issues, significant volume changes, high risk activities and emerging trends. The analysis is addressed to identify opportunities to enhance practices/training, identify control breaks or opportunities to simplify/automate controls/activities, identify opportunities to prevent future issues and identify performance is not meeting expectations Escalate trends and analysis to the respective users or business units. Help them to understand the issues and monitor the implementation of the actions taken by them Qualifications   Bachelor degree from reputable University Have Analytics skill Strong Team player Curious Familiar with...