Data Analytics
2 months ago
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 root-causes of deviation in day-to-day 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
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