Executive - Voice of Customer Analyst - Statistics - Graduate Trainee

The Programme

If you are looking to excel and make a difference, take a closer look at us…

Voice of Customer: 

• Connect analysis of multiple data sources, e.g. customer satisfaction (CSAT) data, net promoter score data (NPS), and customer verbatims, to provide meaningful insights that support decision-making.
• Lead internal users to address business needs by providing relevant information and analysis. And if necessary, conduct research studies either through internal, external research studies or desk research.
• Develop dashboards to present the insights findings in a crisp and easy-to-understand manner.  

Customer Experience Management:  

• Assist in mapping out customer journeys to identify pain points and opportunities for improving the overall customer experience.
• Assist in the development and implementation of customer experience improvement initiatives.
• Assist in developing training materials and conducting training sessions for employees on customer experience standards.
• Stay abreast of the development and best practices in the Customer Experience Management space. 

Ad-hoc Project/ Task Assignment:  

• Collaborate with cross-functional teams to manage and execute projects and ad-hoc assignment.
• Develop and maintain project plans, timelines, and budgets.
• Monitor project progress and communicate updates to stakeholders.
• Synthesize complex information into clear takeaways, preparing and delivering presentations/ documents/ reporting of a high visual, verbal, and written standard.
• Advocate automating processes to minimize manual repetition of duplicated tasks. 

Required Skills and Abilities

Education/Qualification: 

• Possess at least a Bachelor’s Degree in Business, Marketing, Economics, Statistics, Psychology or related field.
• Minimum CGPA 3.5 or its equivalent. 

Experience:

Fresh graduates or 1-2 years of working experience.

Who We’re Looking For:

• High standard of verbal and written communication, in English.
• Interest in data analysis / Previous experience/ interest in data analysis.
• Having commercial acumen, and understanding financial, commercial, and budgeting elements would be an advantage.
• Meticulous, tenacious, proactive and results oriented.
• Ability to structure ambiguous problems, work effectively with diverse teams to develop the best solution, and make things happen with flexibility, speed, and simplicity.
• Highly professional demeanor with strong interpersonal skills, the ability to network and interact effectively with all audiences, including leaders. 

About Us:

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region.  

These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers’ needs and desires becomes even more critical to HLB’s operations.  

To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.