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Customer Experience Senior Analyst

  • Primary Location: Indonesia,Jawa,Jakarta
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19008031


Customer Experience Sr Analyst:

  • Responsible, coordinate and work closely with process owners for NPS Bottom-Up and Top-Down survey result analysis and corrective action plans on key driver satisfactions
  • Monitor and coordinate country F1 survey fieldwork and reporting
  • Responsible in managing the Service Council meeting in driving the customer experience culture across the business
  • Provide regular performance update on service initiatives/issues to the service council members and other senior management
  • Responsible, coordinate and work closely with process owners and branches for mystery shopping result analysis and corrective action plans on key driver satisfactions
  • Coordinate, monitor and work closely with branches to maintain branch service level thru daily checklist on premises and appearance, make improvements based on the inputs and findings with the process owners
  • Ensuring the Branch service level is maintained and standards are adhered by performing branch visits for trainings, service reminders or spot checks
  • Responsible to coordinate and manage all end-to-end strategic and administrative functions in the Service Campaign
  • Work with regional and related country teams for Power of ONE initiatives, ensuring the plan are rolled out accordingly and support the internalization thru the Power of ONE newsletter
  • Responsible to conduct ad-hoc customer satisfaction surveys, reporting and provide feedback to process owners
  • Lead teams of Service Champions from Business and Branches to meet agreed NPS indicators and Mystery Shopping Performance Indicators


  • Strong analytical thinking skills with ability to conceptualize analytical framework to address the business problem
  • Strong project management and time management skills
  • Strong team player
  • Ability to coordinate with multiple technical and business teams
  • Proficient in English (oral and written)
  • Work with minimum supervision