Assistant Manager, Customer Experience [RID-00270]

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

We are seeking a highly motivated and detail-oriented individual to join our team as a Assistant Manager, Customer Experience. The ideal candidate will play a crucial role in enhancing and optimizing the overall customer journey by analyzing customer interactions, feedback, and data. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to translate insights into actionable strategies to improve customer satisfaction and loyalty.

In This Role You Will:

Monitoring CX Metrics and Voice of Customer Integration

• Establish and monitor CX metrics and listening points to capture the voice of the customer.
• Integrate customer feedback into strategic decision-making processes for actionable
• insights.
• Design and execute Voice of Customer (VOC) survey research, overseeing survey design, execution, data analysis, and report creation.
• Develop a CX dashboard linking customer feedback to operational data and performance metrics.
• Leading and Facilitating Customer Journey Mapping and Assessment

Lead cross-functional teams in mapping and assessing the end-to-end customer journey.

• Identify opportunities and pain points for improvement through comprehensive journey analysis.
• Facilitate workshops and sessions to integrate customer insights into decision-making processes.
• Utilize advanced techniques to conduct in-depth assessments of customer interactions and touchpoints.

Business Case Development

• Define data requirements to support CX initiatives and monitoring efforts.
• Conduct advanced data analysis to build meaningful metrics and business cases.
• Identify key pain points in the customer journey and metrics currently underperforming.
• Develop a robust business case outlining the ROI of pursuing CX improvement strategies.
• Propose metrics to demonstrate the impact of CX enhancements on business outcomes.
• Present compelling business cases to stakeholders, highlighting the financial benefits of investing in customer experience initiatives.

Continuous Monitoring and Issue Resolution

• Continuously monitor customer health indicators, proactively identifying and addressing issues to ensure satisfaction and retention.
• Implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Collaborate with internal teams to identify and implement process improvements based on customer insights.

Design Thinking Integration:

• Apply design thinking methodologies to identify innovative solutions for enhancing the overall customer experience.
• Collaborate with product and customer support teams to implement improvements.

Others:

• Assist with any related tasks, projects, and other assigned duties as and when deemed necessary.
• Ensure adherence to the compliance of company policies, industry regulations and legal requirements. 

You're A Great Fit If You Have:

• Degree in Business, Analytics, Organizational Psychology, Human Centered Design or equivalent. A working experience of the equivalent is also acceptable for the position.
• Proven more than 5 years of working experience in customer experience analysis, data analysis, or a similar role.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to present
• complex information in a clear and concise manner.
• Demonstrated ability to develop compelling business cases, including ROI analysis for CX improvement initiatives.
• Knowledge of design thinking methodologies and their application in enhancing customer experience.
• Familiarity with industry best practices and emerging trends in customer experience management.
• Ability to handle sensitive information with confidentiality.
• Excellent communication and interpersonal skills.

What Makes Working With Us Awesome

• Our people and culture: You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours
• Relax and unwind at the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier
• with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports
• team.
• There will be workshops, talent shows, sport activities, and other events for sharing and
• bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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