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Lead - CXCG Training

Mashreq Corporate & Investment Banking Group

Location

Bangalore | India

Job description

Lead - CXCG Training Apply Now

Jobnumber

MGS01934

Closing date

30-May-2024 Job Purpose

  • To be in charge of the Voice of customer for all segments and channels by driving customer insights.
  • To gather, compile and analyze the data from Voice of customer and present the same to business unit.
  • Ensure ALL daily, weekly & monthly reports to support the survey analysis.
  • Effective Detractor Management

Key Result Areas

  • Overall management of the CXCG surveys
  • To be in charge of the Voice of customer for all segments and channels by driving customer insights.
  • To generate, compile, and analyze the data for the effective running of and present the same to the unit head for evaluation and decision making.
  • ; Ensure daily, weekly & monthly survey dashboards, reports to support the analysis of VOC .
  • Effective detractor management. Provide VOC data cuts to business/other units for detractor management
  • Manage end to end workflow by ensuring all business units effectively use CRM as the single mode of detractor management
  • To evaluate and analyses trends to support units for strategic decisions by recommending actionable insights
  • Additionally data slicing/analysis from time to time.
  • Prepare monthly Dashboards, VOC analysis for business units from survey data
  • ; Provide actionable support for other adhoc surveys from time to time (Mashreq RMs, Mashreq Securities and Treasury) with detailed analysis.
  • To continuously monitor survey indicators and actions items in order to achieve optimal performance from the relevant stakeholders.
  • Special studies (what-if scenarios and sensitivity analysis) for strategic planning process and business development for segment strategy formulation.
  • Conveying analysis and recommendations via presentations to stakeholders.
  • Managing the Survey platform
  • Designing the relevant survey questionnaires

Key Result Areas (Continued)

 Work Closely With

  • CXCG & Business
  • BIU
  • Product Teams
  • Marketing /Compliance

Key Result Areas (Continued)

  • Only within the framework of the job responsibilities
  • Decide on what information should be gathered and presented

Key Result Areas (Continued)

  • Broad knowledge marketing, research methodologies, tools and processes.
  • Excellent communication, people management and leadership skills with ability to work with teams to drive position objectives.
  • Strong analytical and decision making abilities enabling effective resolution of complex problems.
  • 3 - 5 years of experience in research industry in areas of surveys, customer VOC understanding , behavior trends, data analysis.
  • Detail orientation and analytical capabilities – credibility and objectivity.
  • High level of analytical, report writing, presentation and Excel skills.
  • Experience with databases with fair knowledge of data warehousing concepts, application and complexity.
  • Knowledge of statistical tools such as MS Office Professional, SQL and Business Object (DSS tool), SPSS, SAAS.

Job tags

Salary

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