Graduate Trainee, CEO's Transformation Office (Voice of Customer Analyst)

Graduate Trainee, CEO's Transformation Office (Voice of Customer Analyst) If you are looking to excel and make a difference, take a closer look at us...

We are seeking talented fresh graduates to join our 12 month Graduate Trainee Programme! Successful candidates will report to the Customer Experience and Insights Manager. This programme will be under the Customer Experience and Insights team whereby the candidate will gain exposure comprising of:

• 70% Projects - Opportunity in managing innovative projects sponsored by business leaders.
• 20% Learning Through Others - You will be supported by seniors, coached by Head of Departments/ line managers and be exposed to cross-functional teams.
• 10% Formal Training - Training on essential knowledge that helps to build a solid foundation in the banking and innovation areas.

Key Responsibilities

1. Voice of Customer

• Conduct analysis of multiple data sources e.g. customer satisfaction (CSAT) data, net promoter score data (NPS), customer verbatims and develop dashboards to present the meaningful insights that support decision-making for easy-to-understand manner.
• Lead internal users to address business needs by providing relevant information and if necessary, conduct research studies either through internal, external research studies or desk research.

2. Customer Experience Management

• Mapping out customer journeys to identify pain points for improving the overall customer experience as well as development and implementation of improvement initiatives.
• Stay abreast with the best practices in the Customer Experience standards and assist in conducting training sessions/materials for employees on customer experience.

3. Ad-hoc Project/ Task Assignment

• Collaborate with cross-functional teams to manage projects/ad-hoc assignments within timelines and allocated budgets.
• Actively communicate to stakeholders on project progress and advocate automating processes to minimize manual repetition of duplicated tasks.
• Synthesize complex information into clear takeaways, delivering presentations/ documents/ reporting of a high visual, verbal and written standard.

Job Requirements

• Malaysian citizen.
• A recognized Bachelor's Degree in Business/Marketing/Economics/Statistics/Psychology or any related field with minimum CGPA 3.5.
• Fresh graduates or candidates 1-2 years of working experience in data analysis with proficiency in English (written & spoken) are invited to apply.
• Understanding of financial/commercial/ budgeting elements and the banking industry is a plus.
• Results-oriented, strong interpersonal skills and ability to work effectively with diverse teams is desirable.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now Job ID JR0000018272