Senior Customer Experience Specialist (Digital Banking Services) - FCCOM - 2Z138

• Responsible for measuring & proposing plans to improve customer experience for products & services of digital-banking application
• Planning & applying automated CX measurement programs across the platforms of digital-banking (coordinate with internal departments: Data Science, IT)
• Building & upgrading regularly the Dashboard of Customer Experience (coordinate with internal departments: Data Science, IT
•  Collecting customer feedback about products & services through data provided by the Data Science Department, other internal departments, survey activities, social listening platforms/agencies
• Analyzing customer feedback, thereby proposing ideas to improve company's products and services, or to recommend new products
• Submitting periodical report or irregular report about customer experience
• Deliverables
  • Dashboard to measure Customer Experience (automated)
  • Periodical / Irregular report:
  • Customer Experience Report
  • Recommendation to improve products & services
  • NPS & other CX key metrics

REQUIREMENT: 

• Bachelor of major of economic, marketing and other relevant fields
• English in advanced level
• Experience at least 2 years of Customer Experience Optimization, especially in the digital environment.
• Experience in fintech, digital banking domains is preferred.
• Product analysis centric, market assessment and planning ability
• Good data analysis skill

BENEFIT:

• Income Package: negotiation x 13-17 months/ year
• Social and Bao Minh’s insurance 
• Annual adjusting salary: 1 time/ year (base on specific regulation)
• Full salary rests on birthday
• Team building, outing at least 1 time/ year
• Professional training courses