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Assistant Manager Voice of Customer & Data Analysis
Customer Experience Department, Lahore
Apply By Mar 12, 2018
Job Description (total positions: 1, posted on: Feb 12, 2018)

  • Develop, manage and Customer Experience reporting and analytics framework and keep them align with organizational KPIs
  • Conduct, Monitor, analyze and report on voice of customer data against the KPIs to enable Customer experience management team to make critical resourcing and task management decisions
  • Interpret results of VOC analyses, translate insights into actionable recommendations, prepare reports of the insights and recommendations for senior management and assist line manager to work closely with business banking to integrate and operationalize the recommendations in the business strategies, plans and tactics
  • Produce on-going and standard reports based on analysis of key metrics to provide valuable customer insights and continuous improvement for top management and customized for each department
  • Identify key trends based on customer feedback and business activities.
  • Liaison with mystery shopping service provider for scheduling and reporting
  • Mystery shopping report analytics to identify key strengths and weaknesses through bank wide and region wide reports
  • Identify training needs based on the analytics and assist the line manager in preparation of training content
  • Provide back-up support to Customer Experience Manager
  • Identify opportunities to award customer` advocacy, consumption and retention loyalty and gather and analyze data for reward system
  • Assist line manager in managing the Customer Experience Hero reward program
  • Act as an expert in all data to convey importance and next steps to best utilize all information
  • Conduct field visit as and when asked by line manager for specific assignments

Banking/Financial Services
Client Services & Customer Support
Job Type
Full Time/Permanent ( First Shift (Day) )
Minimum Education
Degree Title
MBA/BBA/BSc Hons. (with relevant subjects)from a reputable university
Career Level
Entry Level
Minimum Experience
Fresh(At least one year of work experience in the Customer Experience/ Quality Assurance analytics and reporting field. Fresh graduates can also apply.)