Job Purpose
As a Customer Engagement Specialist, you will act as a strategic expert utilizing systematic thinking and data-driven insights to elevate customer experiences. You will be responsible for analyzing the Customer Journey, identifying critical Pain Points, and implementing digital-first solutions to ensure the organization achieves its goal of being a customer-centric leader.
Key Responsibilities
- Design and manage end-to-end Transactional Feedback Surveys. Analyze Voice of Customer (VoC) and Customer Journeys to deliver actionable insights to the executive committee.
- Analyze customer behavior and purchasing patterns (especially for MTL Direct channels). Identify trends to develop targeted campaigns and loyalty programs.
- Lead Corporate, Division, and Department-level projects. Own the process from planning and execution to monitoring and delivery, ensuring high-quality outcomes.
- Utilize modern technologies including Python for Big Data Analytics, Power BI/Tableau for visualization, and Generative AI (ChatGPT/Gemini) to streamline operations and predict behavioral trends.
- Work closely with internal and external stakeholders to drive problem-solving initiatives based on identified customer pain points.
- Foster a high-performing team culture by organizing skill-building workshops, Team Building activities, and providing professional coaching to team members.
Qualifications
- Master's Degree in Statistics, Business Administration, Management, Economics, or a related field.
- Minimum 5 years of experience in Data Analytics, Market Research, or Customer Experience (CX).
- Experience in Life Insurance or Banking is a strong plus.
- Proficient in Power BI, Python, Tableau, or Google Analytics.
- Hands-on experience applying AI tools (ChatGPT, Gemini) to improve productivity.
- Expertise in Microsoft Office (Excel, PowerPoint) and Google Workspace.
- Strong Analytical & Systematic Thinking with the ability to summarize complex data for executive presentations.
- Excellent Project Management and coordination skills.
- Creative, out-of-the-box thinker with a proactive and growth-oriented mindset.
- Fluent in Thai and Good Command of English.
หมายเหตุ: ตำแหน่งงานนี้จำเป็นต้องตรวจสอบประวัติอาชญากรรมของบุคคลก่อนพิจารณารับเข้าทำงาน เพื่อความปลอดภัยและรักษามาตรฐานขององค์กร Remark: This position requires a criminal record information check prior consideration for employment to ensure safety and maintain standards of the organization.
