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Job Description

1. NPS Project Management

  • Identify, evaluate, and collaborate with partners to develop and implement NPS solutions
  • Design and deploy effective methods for measuring customer experience at critical touchpoints.
  • Monitor and maintain NPS systems, ensuring reliable and actionable data collection.

2. Customer Journey Mapping

  • Analyze and map customer journeys to identify key touchpoints, pain points, and areas for improvement
  • .Develop detailed journey insights to optimize customer engagement and satisfaction.

3. Market Analysis and Trend Application

  • Research and analyze customer experience best practices and trends in the Southeast Asia region
  • .Benchmark against competitors and integrate global CX trends into strategic planning.

4. Performance Measurement and Monitoring

  • Track and analyze key NPS metrics to identify issues and trends that impact customer experience
  • .Use insights to pinpoint improvement opportunities and optimize performance.

5. Actionable CX Recommendations

  • Translate NPS data into actionable insights and provide recommendations to the CX Project Team
  • .Collaborate with cross-functional teams to implement solutions that enhance customer experience and drive business growth.

Job Requirement

 

  • Education: Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.Experience:
  • 3-5 years of experience in customer experience, project management, or data analysis.Hands-on experience with NPS frameworks or similar measurement methodologies is preferred.Skills:
  • Strong project management and organizational skills.
  • Analytical mindset with expertise in data interpretation and report generation.Excellent communication and presentation skills for cross-functional collaboration.Proficiency in CX tools and data visualization platforms (e.g., Power BI, Excel).


Key Competencies

  • Analytical skills to derive actionable insights from NPS data.
  • Strategic thinking to align NPS outcomes with business objectives.
  • Collaborative mindset to work with internal teams and external partners
  • Proactive problem-solving with a focus on continuous improvement.

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