Customer Experience Analyst

1. Propose framework for Customer Journey Mapping
- Draft conceptual Customer Journey Map based on inside understandings
- Define methodology (target groups, sample size, survey method) to confirm this concept from Customer perspectives
- Identify performance indicators within Customer Journey Map
2. Collect customer insights to complete Customer Journey
- Drive the preparation & execution of collecting customer insights such as invite customers, setup venue, prepare incentive scheme
- Design interview structure & questionnaires, conduct in-depth interviews & summarise interview results
- Design structure of quantitative questionnaires
3. Design Customer Journey Map
- Design a completed end-to-end Customer Journey, including plus & minus, opportunities for improvement, performance indicators vs. actual performance
- Prepare presentation to communicate with relevant stakeholders about end-to-end process how Customer Journey has been mapped
4. Drive improvement activities on customer values
- Coordinate with relevant business teams to drive and/or execute improvement activities according to defined customer pain points
- Provide customer insights to ad-hoc business activities in balance with business understandings

- Bachelor degree with knowledge and/or experience in Qualitative research
- Basic understanding of customer facing business processes
- Ability to facilitate direct communication with Vietnamese customers
- Good command of Business English
- Excellent communication and presentation skills

- AON Health Care
- 24/7 Accidental Insurance
- 100% Social Insurance Pay
- Meal Allowance
- Yearly Medical Checkup
- 15 Annual Leaves
- Professional and Transparent Working Environment.

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