Manager - VOC (Mega AC)

Job Description

Role Purpose:
Focus on Customer Experience Optimization, by leading the development, implementation, and continuous evolution and improvement of a MEGA ACCOUNTS customer experience across the organization. Leveraging advanced data analytics, user-centric design principles, and agile project management, this strategic role will drive transformative initiatives that enhance customer satisfaction, loyalty, and lifetime value.

Customer Experience Strategy and Optimization:

1. Collaborate with the VOC Sr. Executive Manager and MEGA ACCOUNTS Sr. Executive Manager to establish a comprehensive customer experience strategy, aligning it with the MEGA ACCOUNTS's overall business objectives and industry best practices.
2. Oversee the implementation of a robust customer experience metrics framework, incorporating leading industry KPIs, customer-centric performance indicators, and predictive analytics to generate actionable insights.
3. Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points, friction areas, and opportunities for enhancing the end-to-end customer experience across various service touchpoints.
4. Lead cross-functional teams in the design and implementation of customer-centric process improvements, leveraging lean, Six Sigma, and agile methodologies to streamline workflows, optimize service delivery, and elevate customer satisfaction.
5. Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making, facilitate regular reviews with key stakeholders, and drive continuous improvement initiatives.
6. Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is represented in strategic planning, resource allocation, and organizational initiatives.

Voice of the Customer:

1. Coach frontline team to drive NPS implementation.
2. Represent the Customer Experience results and findings for the business at various stakeholder forums.
3. Increase customer loyalty and drive customer advocacy and satisfaction.
4. Monitor and improve the NPS program across Bupa Arabia for the business by owning the NPS score, setting goals, communication, continuous employee education, training, driving the action plan and reporting.
5. Monitor the service satisfaction for MEGA ACCOUNTS members using the customer heartbeat project and work along with Aramco team and PR to ensure that the feedback from this VOC channel is communicated and actioned by the providers.
6. Support proactive CX design and management to solve and serve customer needs that exist broadly across the customer base and that improve the experience at the most critical moments.
7. Develop and maintain a comprehensive customer feedback and engagement program, including surveys, focus groups, and journey-based analytics, to gather in-depth insights into customer pain points, preferences, and evolving needs.
8. Collaborate with cross-functional teams to translate customer insights into actionable strategies, service improvements, and targeted marketing initiatives that drive customer loyalty and lifetime value.
9. Establish a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture across the organization.

Operational Excellence:

1. Identify Kaizen projects to improve MEGA ACCOUNTS CX.
2. Ensure that continuous CX improvement is delivered within Service Operation.
3. Generate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc).
4. Conduct analysis to drive insights with Analytics teams.
5. Collect and react to customer feedback.
6. Support line management with analyzing root-causes of deviation in day-to-day operations and implementing improvements.
7. Propose and deliver change initiatives to deliver benefit and service improvements.
8. Engage with and support the business lines and project teams in developing and ensuring business readiness plans impacting the customer experience that include communication, training and implementation plans.
9. Communicate and present findings, plans, status and outcomes at operational levels within the company.

Data Mining:

1. Leverage advanced analytical techniques, such as predictive modeling, text mining, and customer segmentation, to uncover hidden patterns, anticipate customer behavior, and inform personalized service delivery.
2. Provide actionable insights from data mining, statistical modeling, segmentation, customer profiling and quantitative/qualitative analyses with the goal of improving the customer experience.
3. Hands-on experience with structured and unstructured data.
4. Hands-on experience with SQL, Excel, and Tableau.
5. Participate in cross-functional projects to create and maintain standardized data, dashboard development and report automation.

Stakeholder Engagement and Change Management:

1. Build and maintain strong partnerships with various teams, including customer service, claims, enrollment, operations, IT, and marketing, to align on customer experience goals and coordinate cross-functional initiatives.
2. Serve as a key contributor in the development of the MEGA ACCOUNTS's customer experience strategy, ensuring strategic objectives are in sync with evolving customer needs and market dynamics.
3. Facilitate regular customer feedback sessions, focus groups, and workshops to gather insights, understand pain points, and incorporate customer input into service improvement plans.
4. Collaborate with the marketing and communications teams to develop targeted customer education and engagement campaigns, strengthening the MEGA ACCOUNTS's brand reputation, customer loyalty, and lifetime value.
5. Lead change management efforts to drive the adoption of customer-centric processes, fostering a culture of continuous improvement and agility.

Skills:

1. Bachelor's degree in business administration, Industrial Engineering, or a related field.
2. Experience developing customer lifecycle, customer journey maps.
3. Demonstrated expertise in data analytics, reporting, and visualization tools (e.g., Tableau, Power BI, Python, R) and the ability to leverage advanced statistical and predictive modeling techniques.
4. In-depth knowledge of customer experience frameworks, journey mapping, design thinking, process optimization, and change management methodologies.
5. Deep understanding of the insurance or healthcare industry, particularly third-party administration, and the evolving customer needs within these sectors.
6. Certified in Lean, Six Sigma, Agile, Design Thinking, or other process improvement and project management methodologies is highly desirable.
7. Experience in leveraging emerging technologies (e.g., AI, machine learning, natural language processing) to enhance customer experience is a significant advantage.
8. Proven ability to lead cross-functional teams, foster collaboration, and deliver successful customer experience improvement projects using agile methodologies.