Voice of Customer

3 weeks ago

Jeddah, Saudi Arabia Bupa Arabia Full time

Role Purpose:
This position will be responsible for tracking and monitoring the TPA Customer Experience Metrics and coordinate with the different teams the right course of action to enhance the performance of each stream.

Key Accountabilities:
1- Voice of the Customer;
- Coach frontline team to drive NPS implementation.
- Represent the Customer Experience results and findings for the business at various stakeholder forums
- Increase customer loyalty and drive customer advocacy and satisfaction.
- Monitor and improve the NPS program across Bupa Arabia for the business by owning the NPS score, setting goals, communication, continuous employee education, training, driving the action plan and reporting
- Monitor the service satisfaction for TPA members using the 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,
- Support proactive CX design and management to solve and serve customer needs that exist broadly across the customer base and that improve the experience at the most critical moments.

2- Operational Excellence;
- Identify Kaizen projects to improve TPA CX
- Ensure that continuous CX improvement is delivered within Service Operation.
- Generate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc.)
- Conduct analysis to drive insights with Analytics teams
- Collect and react to customer feedback
- Support line management with analyzing root-causes of deviation in day-to-day operations and implementing improvements
- Proposing and delivering change initiatives to deliver benefit and service improvements
- Engage with and support the business lines and project teams in developing and ensuring business readiness plans impacting the customer experience that include communication, training and implementation plans.
- Communicate and present findings, plans, status and outcomes at operational levels within the company.

3- Data Mining;
- Provide actionable insights from data mining, statistical modelling, segmentation, customer profiling and quantitative/qualitative analyses with the goal of improving the customer experience.
- Hands on experience with structured and unstructured data.
- Hands on experience with SQL, Excel and Tableau.
- Participate in cross functional projects to create and maintain standardized data, dashboard development and report automation.

**Skills**:

- Data analysis and visualization
- Presentation and strong influencing skills, able to lead relationships with cross functional teams.
- Experience developing customer lifecycle, customer journey maps
- Critical problem solving
- Expert in customer experience across all digital and physical touch points
- CX orientation

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