Senior Associate Voice of Customer (Pipeline)📣 Job Ad

About the Role

Bupa Arabia is seeking a Senior Associate Voice of Customer to join its team in Jeddah or Makkah, Saudi Arabia. This full-time role is central to enhancing customer experience through strategic development, robust data analysis, and continuous operational improvement. The Senior Associate will contribute to ensuring that the customer's perspective is integrated into business decisions and initiatives.

Customer Experience Strategy and Optimization

The role involves leading and collaborating on initiatives to establish and execute a comprehensive customer experience strategy. Key responsibilities include:

• Lead cross-functional teams and collaborate with VOC and TPA Sr. Executive Managers to establish a comprehensive customer experience strategy.
• Oversee the execution of a robust customer experience metrics framework, incorporating industry KPIs, performance indicators, and analytics to generate actionable insights.
• Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points, friction areas, and opportunities for enhancing the CX.
• Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making.
• Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is presented.

Voice of Customer Management

This position is responsible for managing and improving Voice of Customer programs, ensuring customer feedback is effectively captured, analyzed, and translated into actionable plans.

• Present Customer Experience results and findings for the business at various stakeholder forums.
• Monitor and improve the NPS program across Bupa Arabia by managing the NPS score, goals, communication, training, and driving the action plan.
• Monitor service satisfaction for TPA members using the customer heartbeat project, collaborating with the Aramco team and PR to ensure feedback from this VOC channel is communicated and actioned by providers.
• Develop and maintain a customer feedback and engagement program, including surveys, focus groups, and analytics.
• Establish a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture across the organization.

Operational Excellence and Improvement

The Senior Associate will contribute to operational excellence by identifying and supporting improvement initiatives based on customer experience measurements and root-cause analysis.

• Identify Kaizen projects to improve TPA CX.
• Generate insights and actions/improvement initiatives from CX measurements (NPS, Surveys, etc.).
• Conduct analysis to drive insights with Analytics teams.
• Support line management with analyzing root-causes of deviation in day-to-day operations and implementing improvements.
• Engage with and support business lines and project teams in developing and ensuring business readiness plans.
• Communicate and present findings, plans, status, and outcomes at operational levels within the company.

Data Analysis and Insights

This role involves leveraging advanced analytical techniques to uncover patterns in customer data, anticipate behavior, and inform personalized service delivery.

• Leverage advanced analytical techniques, such as predictive modeling, text mining, and customer segmentation, to uncover hidden patterns, anticipate customer behavior, and inform personalized service delivery.
• Provide actionable insights with the goal of improving the customer experience.
• Participate in cross-functional projects to create and maintain standardized data, dashboard development, and automation.

Qualifications and Work Environment

Candidates for this full-time position should meet the following requirements:

• 0-1 years of relevant professional experience.
• Ability to work effectively in a dynamic, full-time environment based in Jeddah or Makkah, Saudi Arabia.