Assistant Manager, Voice of Customer

Hong Leong Bank; Malaysia; On-site; MYR 180,000 - 280,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a seasoned CX lead to drive end-to-end customer experience initiatives, manage CSAT/NPS surveys, and oversee data-driven decision making across the bank.

You will maintain daily dashboards, analyze VOC data, and work with multiple departments to implement corrective actions while championing a customer-obsessed culture.

The role requires a minimum six years in market research or CX, a relevant degree, and preferred Tableau/CCXP certifications.

Qualifications

• Bachelor’s degree in Business, Statistics, CS, or Marketing.
• Minimum 6 years in primary market research or CX roles.
• Tableau, CCXP, or Market Research certifications are advantageous.
• Strong data analysis with regression or A/B testing is a plus.
• Proven ability to influence stakeholders and coach teams toward goals.

Responsibilities

• Lead end-to-end launch and management of CX surveys on the EFM platform.
• Maintain real-time Tableau dashboards to ensure data integrity.
• Process VOC data from surveys, social media, and calls for sentiment and root cause analysis.
• Prepare research findings for the CEO Transformation Office.
• Oversee the close-looping process to address customer feedback.
• Collaborate with departments to implement action plans and remediate issues.
• Support CX culture events and regional programs.
• Ensure the EFM platform captures data daily.

Skills

Stakeholder management

Data analysis

Communication

Regression modeling

A/B testing

Education

Bachelor’s degree in Business/Statistics/CS/Marketing

Tools

Tableau

Survey analytics tools

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.

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever‑increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.