If you are looking to excel and make a difference, take a closer look at us…
Key Responsibilities:
Lead end-to-end launch and management of CSAT/NPS surveys on the EFM platform
Maintain real-time Tableau dashboards to ensure data integrity across all channels
Process VOC data from surveys, social media, and calls to perform sentiment and root cause analysis
Prepare research findings for the CEO Transformation Office to influence high-level decisions
Oversee the close-looping process to ensure customer feedback is addressed by internal teams
Collaborate with departments to implement action plans and remediate systemic issues
Support culture-building events like CX Day, regional roadshows, and mystery shopping programs
Ensure the EFM platform captures data accurately on a daily basis
Jobholder Requirements:
Malaysian Citizen
Bachelor’s in Business, Statistics, Computer Science, or Marketing
Minimum 6 years in primary market research or CX roles, preferably within financial institutions or research agencies
Tableau, CCXP, or Market Research certifications are a significant advantage
Expert in analyzing quantitative/qualitative data; experience in regression modeling or A/B testing is a plus
Proven ability to inspire stakeholders and coach others toward goal accomplishment
Adaptable, results-driven, and "customer-obsessed" with a commitment to the bank’s core values
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.
Established in 1961, Malayan Flour Mills Berhad (MFM) is the pioneer in the flour milling industry in Malaysia. MFM has grown to become the leading flour miller in Malaysia with regional presence in Vietnam and Indonesia. Over the years, we have expanded into poultry integration, aquaculture, and raw material trading. In FY21, the group revenue was RM2.43 billion.
MFM is one of the major poultry integrators in poultry feeds, breeding, farming with a state-of-the-art processing facility across the poultry value chain. Designed to meet the domestic and international markets, the advanced facility will process up to 300,000 birds per day.
With our asset of 3,000 people, we have transformed and grown in Malaysia and regionally. Synergising with our workforce, we embrace Artificial Intelligence, Big Data, Internet of Things (IoT) in our day-to-day business. Through our partnership with Tyson Food, Inc. and Toyota Tsusho Group, we aspire to be a leading global halal food enterprise while achieving sustainable development goals.
Building the workforce of the future…Today. We invite you to be part of our team!
Visit https://www.mfm.com.my/careers/ or apply via the Jobs tab in Linkedin.
