The Assistant Manager is responsible for managing customer projects under the customer excellence framework. The role will lead the customer insight team to produce customer insights for formulating customer engagement strategy, e.g. Product, Channel, Service. Bupa community panel is a new communication channel that Bupa interacts with our key stakeholders. The role holder will be responsible for the community panel administration and maintenance. The role holder will also be responsible for managing various customer initiatives including but not limited to customer journey data mapping, analyzing operation and customer data to identify opportunities for improving customer experience, e.g. Transactional NPS, Relationship NPS, IVRS data analysis. Responsibilities Manage Customer Insight Projects:
Drive projects that provide a deep understanding of customer behaviours, perceptions, and trends. Transform analyzed data into clear and impactful insights for stakeholders, utilizing visualization tools to present information effectively. Work closely with research agencies on large-scale projects, including but not limited to community panels, Net Promoter Score (NPS) surveys, and brand tracking studies. Survey System Oversight:
Regularly review and enhance our transactional survey system to ensure effective data collection practices are in place. Data Management and Analysis:
Maintain and optimize the data coding system to consolidate and interpret customer feedback effectively. Conduct analyses of customer data to identify key pain points and opportunities for improvement. Cross-Department Collaboration:
Communicate findings and collaborate with stakeholders during Voice of the Customer meetings, driving actionable solutions to address customer concerns. Initiative Design and Implementation:
Design and implement customer initiatives within the Customer Excellence framework to achieve defined targets. Requirements Bachelor's degree holder from a recognized university Minimum of 3 years’ experience in customer insight / customer experience / market research preferably in Insurance or Banking/ Financial industry Experience in Medical Insurance is a definite advantage Previous experience in project management Strong communications, presentation, and analytical skills with emphasis on achieving results and successful outcomes Good command of both written and spoken English and Chinese Good knowledge of using MS Office tools for customer insight reporting e.g. PowerBI Candidate with less experience will also be considered as Senior Officer Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc. Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa. Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that match your profile. All personal data of unsuccessful applicants will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request. Seniority level
Associate Employment type
Full-time Job function
Marketing Insurance
#J-18808-Ljbffr