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Service Designer, Customer Advocacy

  • Full Time, onsite
  • RHB Banking Group
  • Kuala Lumpur Other (Banking & Financial Services) Full time Add expected salary to your profile for insights, Malaysia
Salary undisclosed

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Key Responsibilities:

  • Oversees quality of day-to-day service provision by reviewing customer feedback and organizing sessions to communicate points of improvement to Receiving Touchpoints and Service Providers
  • Perform callback on post resolution feedback analysis on all complaints to improve complaints-handling approach, identify hygiene factors and fix for non-retail businesses (inform Retail Strategy/Product Tribes/Squads for retail initiatives)
  • Possess significant understanding of end-to-end customer journeys
  • Draft Manual, policies and framework for complaints handling
  • Execute and plan Change Management strategies


Requirements:

  • Degree in any discipline or equivalent professional qualifications
  • Minimum 5 years in a Service or Operations role in a Bank or Service Industry
  • Strong interpersonal skills and language proficiency
  • Professional Certification of Trainers
  • Certified CX Professional (CCXP)
  • Certified Change Management Professional (CCMP)
  • Member of any Certified Customer Experience (CX) Professional Body/ Association