Manager, Market Insight & Ops, Customer Experience
Current-Monitoring and maintaining the execution of customer satisfaction measurement efforts including Net Promoter Score (NPS), Transactional Satisfaction (TSAT), Seller Satisfaction Score (PSAT), with tracking of improvement initiatives with regional and local stakeholders.-Design, develop studies to create awareness and enable continuous improvements towards elevated Customer Value Proposition, whilst disseminating awareness through reports and presentations.-Analyzing different source of feedback from both quantitative and qualitative source to identify customer frictions, value-Providing insights and identify Customer Experience pain points, Moments of Truth and improvement areas on products and services based on the study; translating them from insights to action-Drive a ‘Customer first’ initiative, implementation, execution, control and completion of key strategic projects-Collaborate with various internal stakeholders including Marketing, PR, and Business Risk teams on customer communication plan for buyer education, service recovery, retention and increase customer satisfaction
