NPS and Customer Insights Analyst

Cigna Healthcare; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in healthcare is seeking an NPS Analyst to enhance the customer experience through data-driven insights. The role involves analyzing customer feedback, collaborating with stakeholders, and developing metrics to drive improvements in service delivery. Ideal candidates will have solid experience in data analysis and reporting, with a strong customer-centric approach.

Qualifications

• Proven high-quality customer service experience.
• Experience in data analysis and reporting.
• Proficiency in Microsoft Office and analytical tools.

Responsibilities

• Analyze feedback from surveys to improve customer insights.
• Monitor and provide actionable metrics and reports.
• Develop and implement customer journey analytics.

Skills

Data analysis

Customer focus

Effective communication

Collaboration

Action orientation

Problem-solving

Stakeholder management

Education

Bachelor's degree in relevant field

Tools

Microsoft Excel

Power BI

Python

R

Tableau

Job description

Job Description

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 available tools to provide meaningful insights and actionable outputs.

This role involves collaborating as a team to gather customer information, transactional behaviors, and both quantitative and qualitative data, such as feedback from customer surveys. The goal is to support strategic initiatives and achieve NPS targets.

The analyst will play a key role in developing and implementing customer journey analytics and insights in partnership with stakeholders. Responsibilities include identifying, implementing, and monitoring performance metrics, developing action plans, and continuously improving customer experience.

Key Responsibilities:

• Review, record, and analyze feedback from surveys and other sources.
• Monitor metrics, dashboards, and reports to identify drivers and opportunities for improvement.
• Provide reports and insights to management, translating feedback into tangible actions.
• Recommend actions based on data and customer insights, and present findings effectively.
• Identify improvement opportunities, follow through on implementation, and measure impact.
• Conduct root cause analysis and lead corrective actions and process improvements.
• Engage with business partners to ensure customer voice is heard and interdepartmental actions are taken.
• Perform member outreach following NPS surveys as needed.

Minimum Requirements:

• Proven high-quality customer service experience.
• Experience in data analysis, including cleaning, exploration, visualization, and reporting.
• Experience in Business and Marketing analysis.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Knowledge of languages and tools such as R, Python, Power BI, Tableau, or Qlik.
• Understanding of business processes, products, benefits, and compliance.

Competencies:

• Customer Focus
• Collaboration
• Effective Communication
• Stakeholder Management
• Resilience
• Action Orientation
• Work Process Optimization

Other Skills/Requirements:

• Ownership of the customer experience and continuous enhancement.
• Ability to engage assertively with internal and external customers.
• Target-driven with adherence to timelines.
• Efficient, accurate, and speed-oriented task execution.
• Diplomatic, empathetic, and process-oriented customer centricity.
• Motivated, resilient, and team-oriented.
• Excellent communication and organizational skills with attention to detail.
• Strong analytical and statistical skills.
• Ability to identify improvement areas and implement solutions.
• Confidence to challenge decisions constructively.
• Proactive in seeking best practices for complex issues.
• Effective conflict management and problem-solving skills.

About The Cigna Group:

Cigna Healthcare, a division of The Cigna Group, advocates for better health at every life stage. We support customers through the healthcare system, empowering informed health decisions. Join us to drive growth and improve lives.