Van Tran Email & Phone Number

Ho Chi Minh City, Vietnam

Ho Chi Minh City, Vietnam

Ho Chi Minh City, Vietnam

Customer Experience & Customer Journey Mapping- Be fully responsible for customer experience for the end to end journey of AIA Vietnam (Learn, Buy, Service & Claim)- Monitor to ensure action plans implementation in all journeys & touch points- Mapping all journeys in KPMG tool- Identify happy moments for up sales & cross salesResearch and Analysis- Be fully responsible for the annual customer relationship survey tracking to have insights/ rationales to adjust the strategy annually (CX metrics – NPS, CSAT, CES & ES)- Develop Realtime customer survey for 4 journeys in 2022 to collect customers’ feedbacks real-time and handle the alert within 48 hours.- Recommend & facilitate Customer journey design thinking, sprints & pain points, approach/ methodology to improve & enhance customer experience.- Manage customer research (outsourcing) to support customer experience & engagement.- Conduct Ad-hoc research to support and enrich insights inputs for Customer experience & engagement.- Do Customer analytics (profiling, cluster, correlation) that are relevant to improvement of the operation decisions.- Support the related stakeholders to embed the customer research/analytic insights customer journeys, pain points) in operation decision process.Managing Stakeholder- Collaborate with key stakeholders to develop strategic customer initiatives plan that support achieving improvement of customer experience.- Monitor the progress & effectiveness of the strategic customer initiatives implementation.

Hoan My Medical Corporation is Vietnam’s leading and largest private healthcare network across fifteen hospitals and seven clinics. IEH is a member of Hoan My Medical Network specialized in Ophthalmology- Manage daily operation of IEH to ensure the healthcare facility is delivering efficient services that satisfy patient needs- Manage 7 departments (Sales and marketing, Customers services, Business development, IT, M&E, Procurement, Admin).- Restructure IEH and build a referral connection with other hospitals & Clinics in Hoan My healthcare system.- Develop business plans and strategy for IEH time to time according to Hoan My Business Strategy.- Connect hospital culture into Hoan My culture.

I’M A MARKET RESEARCHER, AN EXPERT IN DEFINING MARKET OPPORTUNITIES AND BRAND PERFORMANCE TRACKING IN HEALTHCARE.Evaluate the market potential in 12 M&A Commercial Due Diligence which brings 8 new hospitals & 4 clinics to Hoan My hospitals systemBe fully responsible for Hoan My Brand Health tracking for all hospitals and clinics in Hoan My successfully in four years.Develop new products or services which identify perception and behaviour of customer to new products as well as barriers, triggers of customer selection, to measure customer’s level of trust and acceptance of new product distribution channelsBuild Vietnam market data panel in POWER BUSINESS INTELLIGENCE - Big Data tool (Vietnam Economic Macro data, healthcare data including hospital & pharmaceutical data & Internal data)

Vietnam

Vietnam

Vietnam