ខ្មែរ
CX Insight Associate Manager
Full Time Head Office Posted 3 weeks ago
Customer Experiences
Job Responsibilities
- Manage and monitor the day-to-day activities of the Customer Experience Insight team to ensure alignment with strategic plans and achievement of operational KPIs.
- Ensure all customer feedback and surveys (by segment, channel, region, or target group) are properly planned, executed, and monitored.
- Analyze customer feedback data to generate insights that support improvements in customer experience across Wing Bank and Wing E-commerce.
- Monitor team performance, provide training or coaching as needed, and take corrective actions to maintain quality and efficiency
- Work closely with business owners and other departments to align feedback insights with customer experience improvement initiatives.
- Continuously evaluate team and process effectiveness, suggesting or implementing improvements based on insight findings.
- Support the overall customer experience strategy through insight-driven decisions and regular communication with stakeholders.
- Perform any additional tasks or responsibilities as assigned by the line manager.
Job Requirements
- Bachelor’s degree in IT Programming, Economics, or Marketing; knowledge in data management is a plus.
- Minimum 5 years in customer experience insight, survey/feedback analysis, or CX improvement—preferably in banking, e-commerce, or service sectors.
- Understanding of the banking industry, company values, and culture is preferred.
- Skills: Strong communication in English, excellent organizational and time management skills, and high proficiency in reporting and data tools (Excel, SQL, Tableau/Power BI, Access, etc.).
- High integrity, confidentiality, strong work ethic, and the ability to work under pressure and meet deadlines.