Voice of customer
Skills
About This Role
Customer Experience Strategy and Optimization
- Lead cross functionals teams and collaborate with the VOC and TPA Sr. Excutive Managers to establish a comprehensive customer experience strategy.
- Oversee the execution of a robust customer experience metrics framework, incorporating industry KPIs, performance indicators, and analytics to generate actionable insights.
- Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points, friction areas, and opportunities for enhancing the CX.
- Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making.
- **Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is presented**
- Voice of the Customer:
- Present the Customer Experience results and findings for the business at various stakeholder forums
- Monitor and improve the **NPS** program across Bupa Arabia for the business by managing the NPS score, goals, communication, training, and driving the action plan
- Monitor the service satisfaction for **TPA** members using customer heartbeat project and work along with Aramco team and PR to ensure that the feedback from this VOC channel is communicated and actioned by the providers
- Develop and maintain a customer feedback and engagement program, including surveys, focus groups, and analytics.
- **Establish a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture across the org**
Operational Excellence
- Identify Kaizen projects to improve TPA CX
- Generate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc)
- Conduct analysis to drive insights with Analytics teams
- Support line management with analysing root-causes of deviation in day-to-day operations and implementing improvements
- Engage with and support the business lines and project teams in developing and ensuring business readiness plans
- **Communicate and present findings, plans, status and outcomes at operational levels within the company**
Data Mining
- Leverage advanced analytical techniques, such as predictive modeling, text mining, and customer segmentation, to uncover hidden patterns, anticipate customer behavior, and inform personalized service delivery
- Provide actionable insights with the goal of improving the customer experience.
- Hands on experience with Data Cleansing, SQL, Excel and Tableau.
- **Participate in cross functional projects to create and maintain standarized data, dashboard development and automation**
Skills
- Bachelor’s degree in industrial engineering, or a related field
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