Service Experience Insights Analyst

CARSOME; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading automotive service provider in Malaysia is seeking a Customer Insights Analyst to enhance customer service experiences. The role involves analyzing customer feedback and collaborating with various teams to identify service gaps and implement improvements. Ideal candidates will have strong analytical skills and experience in service operations. The position promises a dynamic environment where insights drive significant changes in service quality and customer satisfaction.

Qualifications

• Experience analysing after-sales or service operations feedback.
• Strong understanding of service recovery and customer expectations.
• Practical experience in service journey design and mapping.

Responsibilities

• Monitor and analyse customer feedback across service stages.
• Act as project lead or contributor for service experience initiatives.
• Lead structured case-sharing sessions focused on service recovery.

Skills

Analytical skills

Problem-solving

Service journey design

Cross-functional collaboration

Clear communication

Job description

A leading automotive service provider in Malaysia is seeking a Customer Insights Analyst to enhance customer service experiences. The role involves analyzing customer feedback and collaborating with various teams to identify service gaps and implement improvements. Ideal candidates will have strong analytical skills and experience in service operations. The position promises a dynamic environment where insights drive significant changes in service quality and customer satisfaction.