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Key Responsibilities:
Lead end-to-end launch and management of CSAT/NPS surveys on the EFM platform.
Maintain real-time Tableau dashboards to ensure data integrity across all channels.
Process VOC data from surveys, social media, and calls to perform sentiment and root cause analysis.
Prepare research findings for the CEO Transformation Office to influence high-level decisions.
Oversee the close-looping process to ensure customer feedback is addressed by internal teams.
Collaborate with departments to implement action plans and remediate systemic issues.
Support culture-building events like CX Day, regional roadshows, and mystery shopping programs.
Ensure the EFM platform captures data accurately on a daily basis.
Jobholder Requirements:
Malaysian...