-Responsible for capturing the voice of the customer at multiple touch points across different business units through creation of surveys, mystery shopping campaigns, complaints handling and social media-Create and conduct regular customer surveys and analyze responses to propose areas of improvement for the business. -Coordinate mystery shopping campaign across the business -Collate and analyze customer expressions of dissatisfaction and complaints to ensure improvement… Show more -Responsible for capturing the voice of the customer at multiple touch points across different business units through creation of surveys, mystery shopping campaigns, complaints handling and social media-Create and conduct regular customer surveys and analyze responses to propose areas of improvement for the business. -Coordinate mystery shopping campaign across the business -Collate and analyze customer expressions of dissatisfaction and complaints to ensure improvement opportunities are identified. -Present data to different business units to implement measurable customer experience.-Create and provide information and training on initiatives and changes to improve customer service. -Coach customer service employees to improve standards, knowledge, skills and behaviors. Show less

- Developing quality standard packages for different business units - Developing Mystery Shopping and Quality Control checklist- Coordinating Mystery Shopping campaigns across business units and report on findings- Supporting in survey developments to capture customer’s feedback- Facilitating service improvement committee to review service gaps- Analyzing customer expressions of dissatisfaction/complaints - Create and deliver CX training sessions