Responsible for leading and facilitating VOC initiatives by ensuring stakeholders connected and communicated with qualitative/ quantitative analysis and insights for areas of improvements, which are coming from critical VOCs through a continuous feedback loop from customer-facing functions.
- Make sure critical VOCs to be captured and shared with relevant stakeholders across company:
・ Enhance source of valuable VOCs from across company.
・ Collect VOCs from across the company.
・ Make sure critical VOCs to be communicated to relevant stakeholders.
・ Continuously acquire feedback from Business Unit, including management team, on focus area of VOCs needed to improve User Experience and/or Business Unit Operation.
・ Collaborate with other functions, and other Business Units if needed, to continuously improve VOC feedback loop to achieve quality, faster and efficient feedback.
- Identify improvement opportunities based on VOC/VOP (Voice of Partner) /VOT (Voice of Team) analysis, and support Business Units management prioritize initiatives/actions:
・ Analyze VOC, and create and distribute VOC report, on a regular basis.
・ Make proposal to Business Units management, new initiatives based on VOC feedback or analysis (VOC initiatives).
・ Support Business Units management to prioritize VOC initiatives based on factors including significance, urgency, cost & benefit and risks.
- Lead and facilitate VOC initiatives/actions:
・ Lead and support preparation and kick-off of VOC initiatives, including scope and goal settings, and project planning and team building.
・ Follow-up and provide project management support to VOC initiatives through completion.
・ Maintain list of the initiatives to raise the visibility in the company.