Voice of Customer

1 week ago


Jeddah, Makkah Province, Saudi Arabia Bupa Arabia Full time
Represent the Customer Experience results and findings for the business at various stakeholder forums

  • Monitor NPS program across Bupa Arabia, and coach frontline team to drive NPS implementation and improvement by owning the NPS score, setting goals, communication, continuous employee education, etc.
  • Track the service satisfaction for members using the customer heartbeat project to ensure that the feedback from this VOC channel is communicated and actioned by providers,
  • Support CX management to serve customer needs and improve customer experience
  • Support in Kaizen projects to improve CX
  • Generate insights and recommend improvement initiatives from CX measurements (NPS, Surveys, etc) to conduct analysis for further insights
  • Support in identifying rootcauses of deviation in daytoday operations to implement improvements
  • Coordinate with stakeholders in developing and ensuring business readiness plans that impact customer experience
  • Recommend actionable insights from data mining to improve customer experience.
  • Create and maintain standarized data, dashboard development and report automation.

Skills:

  • Good presentation skills,
  • Good Communication skills
  • Problem solving skills

Education:

engineering, or any related major.
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