Head, Cx Insights and Voc Programme, Customer

**Get to know our Team**:
We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.
**Get to know the Role**:
The Customer Experience (CE) team is responsible for developing, shaping and executing a holistic customer experience strategy for Grab Digibank. We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

Reporting into the Head of CE, the Head of CX Insights & VOC Programme will be responsible for the strategy, design and solutioning of the overarching Voice-of-Customer and Customer Insights Programme to embed a data-led, customer-centric culture embedded in the DNA of the bank and winning customer love for the bank.

This role will also be responsible for driving and implementing the bank-wide VOC programme and CX measurement framework, working cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process. The team partners with the process/service excellence and product teams to act as the voice of the customer in driving product development.

This role will be based in Singapore.

**The day-to-day activities**:

- Set up and run the overarching Voice of Customer Programme - define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, Web, Omni-channels, Social, Reviews etc )
- Define and establish the bank-wide CX measurement framework & metrics (NPS, CSAT, User love metrics etc..)
- developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
- Scope and implement the tracking methodology for capturing customer interactions and feedback across the customer touchpoints - enabling a single view of customer satisfaction across their customer journeys with the bank
- Conceptualise the format and run VOC Forum sessions; engage the management and cross-functional teams to deep dive on core issues and use the data to find the answers
- Build an end-to-end measurement and improvement process to drive a close loop, iterative improvement process
- Develop the required reporting framework and build meaning dashboards to deliver an insightful overview of customer sentiments/satisfaction for bank-wide adoption and usage
- Define and implement the required tech/systems to capture the metrics needed; work with Data team to ensure all data points are joined up to create an end-to-end view
- Conceptualise and implement internal programmes to get VOC closer to the ground - enabling all staff to appreciate customer pain points and devising action plans to improve customer experience
- Responsible for customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions

**The must haves**:

- Minimum of 12 years in roles across customer experience management, customer insights & analytics (with at least 3 years working with senior stakeholders)
- Expertise in insights generation to drive positive outcomes in customer experience using experience management tools such as Customer Journey maps, personas etc.- Excellent ability to break down and communicate complex ideas
- Data analysis ability with a solid understanding of links to commercial business.
- Skills and familiarity with CX measurement, data tools and survey platforms (Qualtrics, Medallia, Teradata, Tableau, Salesforce etc)
- Excellent analytical and communication skills.
- Familiarity with both quantitative and qualitative research methods + research best practices.
- Excellent project management abilities, working closely with multiple stakeholders.
- Hands-on experience in building data-driven models and dashboards
- Desire to collaborate with the team and build working relationships
- High level of ownership, quantitative acumen, and entrepreneurship
- Management consulting experience from a reputable firm
- Bachelor’s degree with an outstanding record of academic success