Customer Experience Analysis Team Leader

Negotiable 569 views - Expires in 1 days

What We Can Offer

13th Salary Fixed and KPI Bonus.
PTI Health Care for employees
15 Annual Leaves

Job Description

Home Credit is calling for Customer Experience Analysis Team Leader. The role of Customer Experience Analysis team is to enhance customer experience by analyzing all their touch points with Home Credit using customer journey mappings & metric dashboards, then cooperate with different business teams across the organization for improvement/ transformation.

Responsibilities:
1. Monitor, understand & improve customer experience for assigned customer segments:
- Define customer journey (stage/ step/ touchpoints/ related functions) based on internal process. It could be End-to-end journey but usually specific parts of journey
- Define the key metrics & questionnaire to measure the success of customer experience based on customer journey (NPS, transactional NPS, CSAT, CES, customer complaints, business metrics…)
- Coordinate with relevant departments to collect and track customer experience metrics across end-to-end journey
- Regularly monitor the metrics to identify potential problematic touchpoints
- Propose & conduct necessary qualitative & quantitative research to confirm customer journey, identify customer’s expectation, customer pain points, drop rate during detected journey then report key findings
- Coordinate with Process Analyst & business stakeholders to define potential root causes for improvement solution design
- Recommend & coordinate in enhancement activities (UX/UI revision, product/process improvement, people training,…)

2. Drive customer centricity culture activities:
- Organize activities for EXCO/ Head/ Employee to experience company product & services
- Coordinate with HR & related functions to organize activities and contests to promote customer centric culture and mindset within the organization
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Job Requirements

- At least 5 years of working experience in customer experience/ customer research/ customer insights or relevant scope with leadership experience is a plus
- Understanding of basic processes in B2C business
- Be able to plan and implement qualitative & quantitative analysis from business requests/ problems/ pain points, ect.
- Good business analysis skill
- Good problem-solving skill
- Good command of business English
- Good communication, coordination and presentation skills

Job Locations

20 Nguyen Dang Giai, Thao Dien Ward, District 2

Who We Are

Home Credit Group (Home Credit B.V. and its subsidiaries) is a leading mass market consumer finance provider with €14.7bn of assets; which was established in 1997 in the Czech Republic. Since then it has experienced considerable growth in 11 countries including Rusia, Belarus, Czech republic, Slovakia, Kazakhstan, China, Việt Nam, India….. Our 120,000 employees serve more than 70 million customers.
Home Credit Vietnam officially operated in Vietnam since 2009, is one of the leading companies in the consumer financial field with 3 outstanding benefits for customers: fast, convenient and friendly. Home Credit now has the headquarters in HCMC and representative offices in 10 provinces nationwide.

In Vietnam market, Home Credit is now one of leading consumer finance companies. After 8 years of operation, Home Credit has built the network of 7,000 retail outlets in 63 cities and provinces nationwide.

With more than 10,000 employees nationwide, Home Credit has served 6.63 million customers in Vietnam with 03 main products: Installment loans to buy motorbikes, Installment loans to buy consumer durables, and Cash loan. In addition, in order to create biggest convenience for customers to make payment, Home Credit has cooperated with many payment method providers, namely Payoo with 3,000 transaction points, MoMo with 4,000 transaction points, Viettel stores, postal system, and banks having transaction network nationwide.

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Company Benefits

Compensation

Competitive salary13th month rewardKPI bonus

Benefits

15-day annual leaves Health insurance 24/7 accidental insurance

Training

Opened learning environment​ Technical and soft skills courses​ Oversea training opportunities.

Development

Leadership enriching assignments Challenging projects Intensive talent programs 

Culture

Professional and effective working manners Co-operative and dynamic colleagues Multityped working platforms: Individual, Team or Project work 

Engagement

Comfortable workplace for all employees​ Teambuilding trips​ Year-end/New year party, ...

Company Office

Company Location

Ho Chi Minh Office: Phu Nu Building, 20 Nguyen Dang Giai, Thao Dien Ward, District 2, HCMC

Call Center: Ha Do Building, 2 Hong Ha, Tan Binh District, HCMCHanoi Office: Viet Tower, Floor 12, 1 Thai Ha, Dong Da District, Hanoi

Company Size

5,000-9,999
staffs

Contact Person

HR Department

Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

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