HEAD OF CX REPORTING

Job Description

In this role at CelcomDigi, your role is to lead, design and develop, manage and maintain a timely, accurate and robust reporting framework on matters related to Customer Experience Division. This includes but not limited to the performance of Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Voice of Customers (VOC), across all customer-facing channels such as Contact Centre, website and app, retail stores, EDMs, etc. You are responsible to develop the ideal reporting framework to best report these performance metrics to different groups of stakeholders, ranging from top management, to working level teams. You must ensure accuracy and relevancy of the performances reported, as well as at the right frequency and timing, in the most conducive form and manner to be consumed and digested by the audience. These are crucial as these will be used for decision making, be it on a daily, weekly and monthly basis, to include used to set performance targets. You will also maintain and manage the budgetary matters for the division, ensuring compliance to the budget process and approval framework set out by the organization, highlighting any potential risks or issues that may be related to availability of budget. You will be responsible to lead the financial analysis of CX related matters such as obtaining the financial profitability by customer segments, the cost to serve by different channels, and other angles of financial implications, as and when required. Other departments within Customer Experience Division (CXD) will refer to you for computation of financial matters such as modelling, ROIs, NPVs, IRRs, etc. You will also be monitoring and tracking the contractual performances and obligations with 3rd party vendors appointed under CXD for the maintenance and disbursement of fees, calculations of bonuses and penalties based on performance, contract duration/ expiry and contract management.

Responsibilities

• You are responsible to design and develop, maintain and manage a comprehensive reporting framework on all matters pertaining to Customer Experience Division (CXD).
• This would include designing the best format of reporting customer feedback such as CSAT, NPS and VOC, and any other metrics, with the ideal frequency and on via the best platform for ease of consumption by different groups of audience. This would require differing levels of details and format which the information is depicted, for audiences that range from top management, project leads, working teams and even with 3rd party external partners.
• You must establish the manner the data is provided, ensuring accuracy and validity of the data, without any errors or oversight, with key highlights or summary of the data sets provided for ease of reference.
• Any deviation of the performance data must be investigated, and root cause(s) identified, and work with relevant stakeholders to present the corrective measures and timeline.
• You are the custodian of the budget for Customer Experience Division (CXD) and responsible to ensure tracking and monitoring of the budget, as well as for the budget planning as and required by the respective departments within CXD.
• Any potential risks to the budget must be identified and reported with resolution presented.
• You are required to prepare and provide the financial profitability analysis of the CX performance – e.g. cost to serve by channels (contact centre, WhatsApp, voice vs non-voice, etc) as well as financial analysis by customer segments and by product lines.
• You will also provide structure and guidance to the CXD in the computation of financial analysis and implications of CX initiatives – such as ROI, IRR, NPV etc.
• You are the control tower of all finance related matters for CXD – to include but not limited to; utilization of budget for CXD, all outgoing payments to 3rd party vendors, such as issuance and validating of PO, PR, invoices, while ensure full compliance to the financial framework and policies as depicted by the organization.
• You must also employ the best and most effective tool / system for the collation of the performance data, and may work with the IT/ Digital dept or any external vendors to achieve this.
• You will be required to interact and liaise with 3rd party external vendors as and when required, in terms of performance discussions, payment or contract related matters.
• Ensure all CX Reporting initiatives are aligned to the quality and brand persona of CelcomDigi.
  
  

Requirements

• You have the experience of designing, developing and maintaining a comprehensive, robust reporting framework for CX in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
• You have demonstrated full appreciation of financial operations including financial planning, budgeting, analysis, and reporting, while ensuring strict compliance to regulatory frameworks and policies.
• Thorough understanding of accounting principles, financial regulations, and reporting standards is necessary.
• Strict discipline with attention to details which are crucial for contract management and performance tracking of 3rd party appointed partners.
• Demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people of all levels within the organization.
  
  

Requirements

• You have the experience of designing, developing and maintaining a comprehensive, robust reporting framework for CX in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
• You have demonstrated full appreciation of financial operations including financial planning, budgeting, analysis, and reporting, while ensuring strict compliance to regulatory frameworks and policies.
• Thorough understanding of accounting principles, financial regulations, and reporting standards is necessary.
• Strict discipline with attention to details which are crucial for contract management and performance tracking of 3rd party appointed partners.
• Demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people of all levels within the organization.