VOC Insights & CX Analytics Lead

Hong Leong Bank

Malaysia

On-site

MYR 180,000 - 240,000

Full time

14 days+

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Job summary

Hong Leong Bank in Malaysia seeks an experienced CX/Data Analytics lead to drive end-to-end customer feedback programs, keep real-time Tableau dashboards accurate, and extract actionable insights from VOC data. You will influence top-level decisions through concise research presented to the CEO Transformation Office.

The role emphasizes close collaboration with multiple departments to close feedback loops and advance customer-centric initiatives across the bank.

Qualifications

Malaysian citizen with a bachelor’s degree in a relevant field.
At least 6 years in primary market research or CX roles, preferably in financial services.
Tableau and/or Market Research certifications are a strong plus.
Strong data analysis skills across quantitative and qualitative data.
Ability to inspire stakeholders and coach teams toward goals.

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 for sentiment and root-cause insights.
Prepare research findings for the CEO Transformation Office to influence decisions.
Oversee close-looping to ensure feedback is addressed by internal teams.
Collaborate with departments to implement action plans and remediation.
Support CX culture-building events like CX Day and regional roadshows.
Ensure the EFM platform captures data accurately on a daily basis.