NPS Analyst

The Cigna Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the healthcare sector is seeking an Operating Effectiveness Analyst to enhance customer experience through data analysis and insights. The role involves collaborating with stakeholders to monitor performance metrics and implement improvements based on customer feedback. Candidates should possess strong analytical skills and proficiency in tools like R and Python, along with a degree in a related field.

Benefits

Attractive salary conditions with extra-legal benefits

Dynamic and entrepreneurial company culture

Qualifications

• Proven track record of delivering high quality customer service.
• Proven track record on data analysis, specifically cleaning/preparation, exploration, visualization and reporting.
• Excellent knowledge of business processes, products, benefits, and compliance.

Responsibilities

• Review, record and trend feedback from surveys and other insights.
• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience.
• Conduct deep-dive investigations and root cause analysis, leading to corrective actions and process improvements.

Skills

Customer Focus

Data Analysis

Communication

Analytical Skills

Education

Degree or Diploma in a related field

Tools

Microsoft Excel

Power BI

R

Python

Tableau

Job description

The job profile for this position is Operating Effectiveness Analyst, which is a Band 2 Senior Contributor Career Track Role.

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Job Description:

Under the direction of the Customer Experience Supervisor, the NPS (Net Promoter Score) Analyst will be responsible for understanding the end-to-end customer experience and leveraging the tools available to provide meaningful insights and action focused outputs.

This position involves working collaboratively as one team to gather customer information, transactional behaviours and quantitative and qualitative data, such as feedback from customer surveys to help drive and support our strategic initiatives and achieve our NPS targets.

You will perform a crucial role in the development and implementation of customer journey analytics and insights in collaboration with key stakeholders. To ensure effectiveness, this position will also be responsible for identifying, implementing and monitoring metrics to measure performance in these areas and to develop action plans and objectives to continuously improve.

Key Responsibilities:

• Review, record and trend feedback from surveys and other insights.

• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience and track the impact of initiatives.

• Deliver reporting and insights to management and key stakeholders, translating feedback to tangible actions.

• Provide recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.

• Suggest improvement opportunities gained through all aspects of the role, following up until they are implemented and measuring impact on customer experience, identifying further refinements needed.

• Conduct deep-dive investigations and root cause analysis, leading to corrective actions and process improvements.

• Regularly engage with business partners to ensure the voice of the customer is heard and interdepartmental actions are taken to drive enhancement of the customer experience.

• Conduct member outreaches, as required, following NPS surveys.

Minimum Requirements

• Proven track record of delivering high quality customer service

• Proven track record on data analysis, specifically cleaning/preparation, exploration, visualization and reporting

• Proven track record of Business and Marketing analysis

• Proficient in Microsoft Office, specifically Excel and PowerPoint

• Excellent knowledge any of the following languages and visualization tools or similar: R, Python, Power BI, Tableau, Qlik

• Excellent knowledge of business processes, products, benefits, and compliance

• Degree or Diploma in a related field.

Competencies

• Customer Focus

• Collaborates

• Communicates Effectively

• Balances Stakeholders

• Being Resilient

• Action Oriented

• Optimises Work Processes

Other skills/requirements

• Takes ownership of the complete customer experience, and enhances it at every opportunity

• Ability to assertively engage with internal and external customers at all levels

• Target orientated, meeting timelines and deliverables

• Work efficiently with both speed and accuracy when performing tasks

• Customer centric with the ability to be diplomatic and empathic, while following process and guidelines

• Highly motivated and resilient with excellent team working skills

• Excellent communication and organisational skills, with high attention to detail

• Strong analytical and statistical skills

• Ability to identify areas of improvement across any segments and assist in creating and implementing solutions

• Confident and able to constructively challenge decisions if necessary

• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues

• Confidently manage conflict and find workable solutions

OUR OFFER

• A challenging job in an international and growing enterprise.

• A dynamic, and entrepreneurial company culture that values and stimulates initiative.

• Attractive salary conditions with extra-legal benefits.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.