• Responsible for monitoring and improving the quality of service, and; translating customer experience management strategy into an effective program or process enhancement to improve customer experience and service quality;

• To work closely with other departments to implement strategic ideas and service improvement campaigns within the branches

• Collect and organize large sets of data from various sources, ensuring accuracy and completeness.

• Cleanse, transform, and validate data to prepare it for analysis.

• Perform quantitative and qualitative analysis to identify trends, patterns, and correlations.

• Collaborate with cross-functional teams to define data requirements and deliver actionable insights.

• Identify opportunities to enhance customer service processes, products, or policies through data analysis.

• Monitor and track customer service metrics, such as response time, resolution rate, and customer satisfaction scores.

• Provide recommendations for operational improvements and efficiency based on data-driven insights.

• Create detailed reports, visualizations, and presentations to effectively communicate findings to stakeholders.

• Prepare the comparison reports every quarter to monitor the service improvement

• Provide periodic reports.

• Other duties as assigned.

Job Requirements 

• Bachelor's degree in a quantitative field such as Mathematics, Statistics, Economics, or Computer Science.
• 5+ years banking experience
• Familiarity with data visualization tools such as Tableau, Power BI, or Excel.
• Proven experience in data analysis, with strong knowledge of statistical concepts and methodologies
• Strong communication and presentation skills with good command of English in both written and spoken
• Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
• Ability to translate complex data sets into clear and concise findings, with strong attention to detail
• Proficiency in PC applications in MS Office