CX Insight Manager

Location: Ho Chi Minh City, Vietnam

Workplace Type: Offsite

About the Role

Are you passionate about exploring customer behavior, needs, and pain points? Do you aspire to transform real data and insights into differentiating solutions for corporate customer experiences? ACB is seeking a CX Insight Manager to collaborate with product and transformation teams in uncovering customer insights, driving innovation, and enhancing the experience for the strategic MMLC segment. This role is crucial in bridging the gap between customer understanding and actionable business strategies, ensuring that our corporate clients receive unparalleled service and solutions tailored to their evolving needs. You will be instrumental in shaping the future of corporate banking by deeply understanding our clients and translating those understandings into tangible improvements across all touchpoints.

Key Responsibilities

• Consult and coordinate the implementation of interviews and surveys with Relationship Managers (RM), industry experts, corporate clients, and external research partners to gather comprehensive customer feedback and identify key pain points and opportunities.
• Ensure research activities are conducted systematically, standardized, and generate valuable insights for each target segment, providing a clear understanding of customer motivations and expectations.
• Support Product Owners (PO) in conducting market research, competitor analysis, and monitoring industry trends and customer behavior to inform product development and strategic planning.
• Develop and implement standardized guidelines for expert interviews, customer surveys, and RM insight collection to ensure consistency and quality in all research initiatives.
• Ensure adherence to research methodologies as per SK 13.1, maintaining the integrity and reliability of all gathered data and insights.
• Collaborate with Product Owners (PO), Business Analysts (BA), and partners in designing workshops, organizing events, and implementing research activities to collect customer insights throughout various customer engagement programs.
• Analyze the corporate customer journey, researching decision flows, touchpoints, and pain points for both corporate clients and RMs across critical processes such as credit appraisal, application processing, approval, and service implementation.
• Translate complex customer data and feedback into actionable recommendations for product enhancements, service improvements, and strategic initiatives that directly address identified needs and pain points.
• Present research findings and strategic recommendations to stakeholders, including senior management, product teams, and sales teams, effectively communicating the voice of the customer and advocating for customer-centric improvements.
• Continuously seek opportunities to innovate and improve research methodologies and insight generation processes, staying abreast of the latest trends and best practices in customer experience research.

Required Skills & Qualifications

• Bachelor's degree in Finance, Banking, Psychology, or a related field.
• Minimum of 3 years of experience participating in research projects focused on understanding the needs, pain points, and core business activities of MMLC customers.
• Proven ability to develop research plans, evaluate findings, and propose suitable solutions or designs based on customer insights.
• Solid understanding of corporate operating models and the business operations of corporate clients.
• Familiarity with products and services tailored for the MMLC customer segment.
• Knowledge of customer insight generation and customer experience research methodologies.
• Excellent cross-functional collaboration and stakeholder management skills, with the ability to work effectively with diverse teams and individuals.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into strategic recommendations.
• Proficiency in research tools and techniques, including qualitative and quantitative research methods.
• Excellent communication and presentation skills, with the ability to articulate insights and recommendations clearly and persuasively to various audiences.
• A proactive and results-oriented mindset, with a passion for driving customer-centric initiatives and delivering exceptional customer experiences.

Additional Information

Join ACB and be part of strategic projects focused on corporate customer experience. You will work in a professional, innovative, and customer-centric environment, collaborating with business, product, and transformation experts. We offer competitive compensation and benefits packages commensurate with your skills and contributions. If you are driven to transform customer insights into practical value-creating solutions, join ACB and help us elevate the corporate customer experience.