Manage insights reports for value chain functions i.e. product, segment/marketing, channel (frequency: monthly, quarterly, annually, ad hoc as appropriate)
Perform an insightful analysis on VOC data through working with value chain to gain insights and be able to identify pains, root causes, and recommend actions.
Develop and maintain PowerBI dashboards or other reporting / dashboard tools for stakeholders to access VOC data in an easy to understand or presentable formats (also in Excel, PowerPoint as appropriate/requested)
Identify areas for improvement for end-to-end VOC data processing, analysis, and reporting
ttb VOC data management:
Be the center of VOC data maintenance who owns and thoroughly understand VOC data structure from various sources i.e. complaints, requests, surveys, social media, etc.
Ensure availability of VOC data or information in any formats requested by value chain stakeholders.
Ensure availability and quality operations of text analytics tools for bank-wide VOC (work with related parties on implementation and maintenance)
Accountable for quality data management (data collection, storage, usage, text analytics, insights summary and reporting - online dashboard/ presentation report and ongoing maintenance to ensure completeness and accuracy throughout end-to-end data flow)
Support information and data requests to ensure that VOC data users / requesters can use the information effectively and easily.
Other relevant tasks:
Flag Do Not Contact in relevant system per customer requests via survey responses.
Help maintain available online dashboards on PowerBI or other tools
Qualifications
3-4 years of experience working in areas of customer research, which involves data collection, insights analysis or customer behavior analysis from using large volume of data management, summary report preparation (in Power Point format or in other dashboard and reporting tools i.e. PowerBI is a plus)
Have proficiencies in MS Office (Excel, PowerPoint and Word) and other reporting tools (i.e. PowerBI, Power Query or Power Automate is a plus)
Good command of English
Have experience with NLP or text analytics tools would be a plus.
Required Soft Skills:
Skills required are stakeholder management, time/project management, analytical and critical thinking, problem-solving, quality management, excellent communication skill, and presentation skill, adaptability and change management.
Fast learner
Result-oriented and detail-oriented
Customer-centric with high degree of service mindset
Eager to learn and adopt new skills for continuous improvement.
