Job Description

Main Responsibilities

1. Customer Experience & Data Analysis

• Analyze customer satisfaction surveys, customer feedback, and operational data to identify service improvement opportunities and potential issues.
• Develop and maintain management reports, dashboards, and analytical reports to support management decision-making.
• Translate data analysis findings into actionable insights and recommendations to enhance customer experience and operational performance.
• Gain an in-depth understanding of customer issues and service processes, identify root causes, and propose effective solutions.
• Monitor customer satisfaction and related performance indicators, driving and supporting customer experience enhancement initiatives.
• Ensure the accuracy and consistency of all data, reports, and analytical outputs.

2. Process Improvement & Project Management

• Participate in and drive process improvement projects to enhance operational efficiency and service quality.
• Support problem analysis, improvement planning, and implementation to ensure sustainable and effective outcomes.
• Identify opportunities for operational process optimization through data analysis and cross-functional collaboration.
• Promote a customer-centric mindset and foster a culture of continuous improvement within the team.
• Assist in planning and delivering training programs to strengthen the team's problem-solving and improvement capabilities.

3. Digitalization & Automation Solutions

• Identify opportunities for process digitalization, automation, and standardization to improve efficiency and operational quality.
• Participate in the development and application of Microsoft Power Platform solutions, including Power BI, Power Apps, and Power Automate.
• Support the planning and execution of cross-functional digital transformation and improvement initiatives.
• Track project progress, outcomes, and key performance indicators (KPIs) to ensure project objectives are achieved.
• Prepare project presentations, analytical reports, and progress update materials.
• Collaborate effectively with various departments to ensure improvement initiatives are successfully implemented and deliver tangible business benefits.