Citi Citibank Berhad - Cards Customer Experience Manager (KL) in Malaysia
Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
Education: Bachelor's Degree
Job Function: Product Management
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17019417
Key KPI - Own the Cards NPS results across segments/channels:
To study and identify gaps/trends highlighted in BU reports to define key cards metrics impacting NPS scores.
To co-lead work streams aiming to impact Cards NPS (scope could cover inputs basis client verbatims received in NPS BU) and provide periodic updates to country and regional teams
Focus on measuring NPS at segment level accurately using the product chassis, across Affluent and Mass Affluent segments
Lead implementation of projects that are aimed to improve customer experience and not directly related to other specific functional areas.
Be the card customer advocate by defining and implementing the customer contact/communication strategy through all contact points
Be the single point of contact within the cards business for cross-business linkages within GCG and ICG.
Define, implement and publish management dashboard that will reflect the key metrics supporting best cards customer experience.
A bachelor degree
Minimum 2-3 years working experiences
Good communication, strong interpersonal skills