Head of Client Expereince and Customer Service Analytics Head of Client Expereince and Customer Service  …

Huxley APAC
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
competitive
Huxley APAC
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
competitive
My client in the Financial Services Sector and they are looking for a Head of Client Experience & Customer Service Analytics. The role will focus on developing long term analytical plans and strategies for all bank channels and processes which fulfil customer servicing requirements. You would help to generate data insights to identify business opportunities from a perspective of driving client experience and cost efficiencies.

Head of Client Experience & Customer Service Analytics

  • Innovative Environment
  • Top Down Support
  • Data Driven Organisation

My client in the Financial Services Sector and they are looking for a Head of Client Experience & Customer Service Analytics. The role will focus on developing long term analytical plans and strategies for all bank channels and processes which fulfil customer servicing requirements. You would help to generate data insights to identify business opportunities from a perspective of driving client experience and cost efficiencies.

Responsibilities:

  • Drive up NPS, through analysis of complaints, driving Client Obsession data initiatives impact assessment, prioritization and delivery. Develop and execute data solutions.
  • Conduct analysis to anticipate customer needs and devise communication and self-serve strategies on digital to pre-empt customers need to call into Customer Service and branch walk-ins
  • Measure and reduce customer effort; track and improve journeys to fulfil their transaction requirements across servicing channels - Digital (MBOL/CBOL), phone, IVR etc.
  • Champion the adoption of new AI/ML technologies and tools like NLP, sentiment analysis, text -mining, chat-bots etc. to drive efficiencies through automation.
  • Drive Always-Teach-Digital (ATD) and measure effectiveness
  • Use a combination of non-modelling analysis and sophisticated statistical techniques to develop models, customer segmentation schemes, profiles, and other analytically based tools in day-to-day operations. Utilize detailed transaction data to create customer profiles, segments and models in accordance with model governance policy and legal and regulatory requirements (local and US if appropriate)
  • Lead a team of onshore/ offshore high skilled resources to identify opportunities and develop, execute and maintain statistical models and optimization tools

Qualifications:

  • Bachelor's degree required in a quantitative discipline such as mathematics, statistics, economics, engineering, or operations research. Post-graduate degree strongly preferred.
  • 13+ years of experience in financial services and experience in leading analytical teams is required
  • Prior experience in driving CX and/ or Contact center operations is preferred
  • Proven track record of success, with particular emphasis on leading change
  • Strong organizational skills, and ability to work in a dynamic environment
  • Strong written/verbal communications skills.
  • Possess outstanding people leadership skills
  • Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency

Huxley, a trading division of SThree Pte Limited (Registration Number: 200720126E | SThree Pte Limited Licence Number 16S8216 | Huxley Licence Number 53132076J)

Award winner of:

International Recruitment Company of the Year by Recruitment International 2016

Best Client Services by Asia Recruitment Awards 2017

Best Overseas Operation by Global Recruiters 2017

Highly Commended for Best Large Recruitment Business 2017

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