Standard Chartered Bank - Manager - Voice Of Customer

JOB ROLE

Execute the VoC program by designing surveys, collecting and analyzing information to tell a compelling story from the customer's viewpoint and providing insightful analyses to the appropriate stakeholders and drive key business & marketing decisions

KEY RESPONSIBILITIES

- Create and maintain research roadmap.

- Design and program questionnaires for multiple consumer touch points.

- Collaborate with stakeholders to gather requests and requirements and then make informed decisions about what should be included in surveys.

- Responsible for VoC insights- Lead the data gathering and analysis of information. Identify key issues or drivers in the data to tell a comprehensive story as it relates to broader initiatives.

- Provide subject matter expertise on the NPS and other CSAT metrics.

- Create and manage key dashboards - tracking and explaining NPS and customer experience ratings scores, customer feedback/sentiments, key drivers and other relevant KPIs.

- Perform correlation analysis (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) as necessary.

KNOWLEDGE / SKILLS / EXPERIENCE

- Bachelor's Degree in Business, Marketing, Market Research or relevant background

- At least 5 years in a corporate market research or VoC role preferably in a direct to consumer, retail or subscription business.

- Alternatively, at least 5 years in a customer experience or loyalty marketing agency or consulting role.

- Understanding of quantitative and qualitative market research techniques, and ability to determine optimal research approach to meet given objectives.

- Experience in measuring/tracking Net Promoter methodology and customer satisfaction, including managing the NPS survey, optimizing response rates, reporting, and analyzing survey results.

- Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools.

- Strong analytical background with structuring/solving problems, drawing conclusions and formulating recommendations skills.

- Ability to plan, organize and prioritize multiple simultaneous assignments real-time, as well as manage to time constraints.

- General knowledge of a variety of statistical techniques is preferred but not required (e.g. decision trees, discriminate analysis, etc).