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MY - User Experience Operation at Zeal Group

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

User Experience Management, User Insights, Customer Service Operations, Qualitative Research, Quantitative Research, Usability Testing, Surveys, Experience Design, Project Management, Communication, Teamwork, Problem Solving, Service Blueprints, User Journey Maps, Experience Maps, 6Sigma, PMP

Industry

Financial Services

Description

Customer Experience Monitoring and Insight Analysis: Establish a service experience indicator system ， combine qualitative and quantitative analysis, and explore the root causes behind customer feedback and behavioral data; Experience Design and Optimization Improvement: Based on insight analysis, lead the formulation of service experience optimization plans and enhancement initiatives, clarifying goals, strategies, and key actions; Cross-Departmental Collaboration and Project Promotion: Lead or participate in key experience optimization projects, responsible for project planning, resource coordination, progress tracking, and effectiveness evaluation, ensuring project implementation. Research business issues impacting user experience, integrating problem chains through points, lines, and surfaces, continuously enhancing customer experience through the continuous optimization and iteration of processes, products, and systems. A degree in psychology, human-computer interaction, sociology, market research, or relevant fields is preferred. Over 5 years of experience in user experience management, user insights, and related work. More than 3 years of experience in customer service operation systems, with product thinking and user awareness. Familiarity with qualitative and quantitative user research methods, such as indepth interviews, usability testing, surveys, diary studies, etc. Understanding of the application of tools such as user journey maps, service blueprints, and experience maps. Excellent communication and teamwork skills, able to clearly express user needs and insights. Experience with 6Sigma and PMP project management is preferred. What we can offer you: Medical Benefit Optical Benefit Life Insurance Gym/Fitness Subsidy Long Service Rewards

Responsibilities

Establish a service experience indicator system and explore the root causes behind customer feedback. Lead the formulation of service experience optimization plans and participate in key experience optimization projects.