Voice of Customer (Pipeline)

Job Description

Customer Experience Strategy and Optimization :

• Lead cross functionals teams and collaborate with the VOC and TPA Sr. Excutive Managers to establish a comprehensive customer experience strategy.
• Oversee the execution of a robust customer experience metrics framework, incorporating industry KPIs, performance indicators, and analytics to generate actionable insights.
• Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points, friction areas, and opportunities for enhancing the CX.
• Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making.
• Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is presented

Voice of the Customer:

• Present the Customer Experience results and findings for the business at various stakeholder forums
• Monitor and improve the NPS program across Bupa Arabia for the business by managing the NPS score, goals, communication, training, and driving the action plan
• Monitor the service satisfaction for TPA members using 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
• Develop and maintain a customer feedback and engagement program, including surveys, focus groups, and analytics.
• Establish a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture across the org

Operational Excellence:

• Identify Kaizen projects to improve TPA CX
• Generate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc)
• Conduct analysis to drive insights with Analytics teams
• Support line management with analysing root-causes of deviation in day-to-day operations and implementing improvements
• Engage with and support the business lines and project teams in developing and ensuring business readiness plans
• Communicate and present findings, plans, status and outcomes at operational levels within the company

Data Mining:

• 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
• Provide actionable insights with the goal of improving the customer experience.
• Hands on experience with Data Cleansing, SQL, Excel and Tableau.
• Participate in cross functional projects to create and maintain standarized data, dashboard development and automation

Skills

• Bachelor’s degree in industrial engineering, or a related field
• Experience developing customer lifecycle, customer journey maps
• 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
• In-depth knowledge of customer experiences frameworks, journey mapping, design thinking, process optimization,
• Deep understanding of the insurance or healthcare industry, particularly third-party administration, and the evolving customer needs within these sectors
• Certified in Lean, Six Sigma, Agile, Design Thinking, or other process improvement and PMP is highly desirable
• Experience in leveraging emerging technologies (e.g., AI, machine learning, natural language processing) to enhance customer experience is a significant advantage