Assistant Manager, Voice of Customer

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia seeks a senior CX/Market Research professional to lead CSAT/NPS programs and maintain Tableau dashboards that drive decisions. You will analyze VOC data from surveys and calls, and prepare findings for top leadership to shape strategic actions.

The role requires 6+ years in market research or CX, a relevant bachelor’s degree, and proven ability to influence stakeholders, coach teams, and foster a customer-obsessed culture within a leading financial institution.

Qualifications

• Malaysian citizen.
• Bachelor’s in Business, Statistics, Computer Science, or Marketing.
• 6+ years in primary market research or CX roles, preferably in financial institutions or research agencies.
• Tableau and/or Market Research certifications are a plus.
• Strong ability to analyze data and influence stakeholders.

Responsibilities

• Lead end-to-end launch and management of CSAT/NPS surveys.
• Maintain real-time Tableau dashboards for data integrity across channels.
• Analyze VOC data from surveys, social media, and calls to derive insights.
• Prepare findings to influence CEO Transformation Office decisions.
• Oversee close-looping to ensure issues are addressed by internal teams.
• Collaborate with departments to implement action plans and remediate issues.
• Support CX culture-building events and initiatives.
• Ensure data is captured accurately on a daily basis.

Skills

Stakeholder management

Coaching

Customer focus

Education

Bachelor's in Business, Statistics, Computer Science, or Marketing

Tools

Tableau

CCXP

Job description

If you are looking to excel and make a difference, take a closer look at us…

Key Responsibilities

• Lead end-to-end launch and management of CSAT/NPS surveys on the EFM platform.
• Maintain real-time Tableau dashboards to ensure data integrity across all channels.
• Process VOC data from surveys, social media, and calls to perform sentiment and root cause analysis.
• Prepare research findings for the CEO Transformation Office to influence high-level decisions.
• Oversee the close-looping process to ensure customer feedback is addressed by internal teams.
• Collaborate with departments to implement action plans and remediate systemic issues.
• Support culture-building events like CX Day, regional roadshows, and mystery shopping programs.
• Ensure the EFM platform captures data accurately on a daily basis.

Jobholder Requirements

• Malaysian Citizen
• Bachelor’s in Business, Statistics, Computer Science, or Marketing.
• Minimum 6 years in primary market research or CX roles, preferably within financial institutions or research agencies.
• Tableau, CCXP, or Market Research certifications are a significant advantage.
• Expert in analyzing quantitative/qualitative data; experience in regression modeling or A/B testing is a plus.
• Proven ability to inspire stakeholders and coach others toward goal accomplishment.
• Adaptable, results-driven, and "customer-obsessed" with a commitment to the bank’s core values.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.