Customer Experience Specialist (VoC Analytics)

1. Voice of Customer (VoC) Management - Collect, monitor and analyze customer feedback from multiple channels: surveys, hotline, social media, app, stores and customer service.

Track and evaluate key CX metrics such as NPS, CSAT, CES and customer churn.

Support the development and optimization of Voice of Customer programs across customer journey touchpoints. 2. Customer Insight & Data Analytics - Analyze customer data to identify pain points, root causes and improvement opportunities.

Combine quantitative and qualitative data to generate actionable insights.

Utilize AI tools (Claude, Gemini, etc.) to support data analysis and insight generation. 3. Dashboard & Reporting - Build and maintain CX dashboards using Power BI/Tableau.

Visualize data and present insights in a clear, business-oriented manner.

Prepare periodic and ad-hoc reports for stakeholders. 4. Customer Journey & Experience Improvement - Collaborate with cross-functional teams including Operations, Product, Marketing, IT, Customer Service and Training.

Support customer journey mapping and identify key moments of truth/touchpoints.

Propose initiatives to improve customer experience based on customer insights and feedback.

Bachelor’s degree in Marketing, Business Administration, Economics, Statistics or related fields.

1–2 years of experience in Customer Experience (CX), Customer Insight, Data Analytics or Research.

Understanding of CX metrics/frameworks such as NPS, CSAT, CES and Customer Journey Mapping.

Strong Excel skills; experience with Power BI/Tableau is a plus.

Analytical mindset with the ability to generate actionable insights from data.

Good communication, presentation and cross-functional collaboration skills.

Customer-centric, proactive and detail-oriented.

Experience in retail, pharmacy, FMCG, healthtech or research agencies is an advantage.

English reading skills for professional materials is preferred.

Địa điểm làm việc Hồ Chí Minh 67 Hoàng Văn Thái

Chế độ bảo hiểm Du Lịch Chế độ thưởng Chăm sóc sức khỏe Đào tạo Tăng lương Nghỉ phép năm