Customer Experience Analyst

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Các Phúc Lợi Dành Cho Bạn

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

Mô Tả Công Việc

1. Develop and monitor Customer Journey Maps for strategic customers
- Map Customer Journey for strategic customers according to real practice observation
- Prepare design concept and monitor related customer surveys to understand customer touchpoints during the journey
- Identify necessary data to support Customer Journey
- Understandings and coordinate with relevant departments to collect these data
- Identify customer pain points from understandings of Customer Journeys

2. Collect, track and monitor Customer heartbeats across end-to-end touchpoints
- Collect and track Customer heartbeats across end-to-end touchpoints §Identify potential problematic touchpoints according to customer heartbeats map
- Coordinate with Business Insights team to deep dive in understandings customer pain points in such detected touchpoints
- Continuously improve Customer heartbeats measurement tools to effectively collect and monitor customer feedbacks at each defined touchpoint.
- Coordinate with Process Analysts to define potential root causes for improvement solution design
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

- Bachelor degree
- Proven experience in customer experience, consumer insight or market research
- Basic understanding of customer facing business processes
- Good command of Business English
- Good problem-solving, critical thinking and analysis skills
- Excellent communication and presentation skills

Địa Điểm Làm Việc

20 Nguyen Dang Giai, Thao Dien Ward, District 2
Xem toàn bộ hồ sơ công ty

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.

Xem toàn bộ thông tin công ty
Phu Nu Building, 20 Nguyen Dang Giai, Thao Dien Ward, District 2, HCMC
5.000-9.999 nhân viên
HR Department


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