October 16, 2024

Bupa Arabia

جدة

Customer Excellence

Job Description

Role Purpose:
Responsible for developing and releasing survey to get customer feedback from their experience in the Connected Care journey. Interpreting data to provide actionable insights that drive business decisions, improve services, and enhance customer satisfaction through continuous improvement.

Key Accountabilities:
1- Voice of the Customer (VOC);

Utilize Net Promoter Score (NPS) data to identify key drivers of customer satisfaction and areas for improvement. Develop strategies to address customer pain points and enhance overall experience.
Continuously track and analyze customer satisfaction metrics to ensure high levels of service quality and address any emerging issues proactively.

2- Data-Driven Insights from Surveys;

Analyze NPS and customer feedback to provide actionable insights and inform decision-making.
Create reports and visualizations to highlight key trends and improvement opportunities.

3- Cross-Functional Collaboration with Care Connect teams;

Work with various teams to share insights and drive collaborative efforts for service improvement.
Monitor and facilitate CLF (Close Loop Feedback) and insure member recovery meets KPI.
Present findings and recommendations to stakeholders clearly and persuasively.
Engage with stakeholders to discuss insights and align on action plans.

4- Continuous improvement;

Apply Kaizen principles to drive incremental improvements in processes and services.
Encourage a culture of continuous improvement by engaging team members in identifying and implementing enhancements.
Regularly review and refine processes based on NPS and customer feedback to increase efficiency, reduce waste, and enhance service delivery.

Skills

Experience with data visualization techniques (Excel, Power BI)
Excellent communication & interpersonal abilities to collaborate with diverse professionals within Care Connect
Excellent analytical and problem solving skills with ability to interpret data and identify areas of improvement
Able to work independently and as a part of a team in dynamic healthcare environment
Persistence and the ability to influence others
The ability to facilitate change
Attention to details