Executive - Voice of Customer Analyst Graduate Trainee null

Your role

As a Graduate trainee, your responsibilities include:

Voice of customer

• Connect analysis of multiple data sources, e.g. customer satisfaction (CSAT) data, net promoter score data (NPS), and customer verbatims, to provide meaningful insights that support decision-making
• Lead internal users to address business needs by providing relevant information and analysis. And If necessary, conduct research studies either through internal, external research studies or desk research
• Develop dashboards to present the insights findings in a crisp and easy-to-understand manner.

Customer experience management

• Assist in mapping out customer journeys to identify pain points and opportunities for improving the overall customer experience
• Assist in the development and implementation of customer experience improvement initiatives
• Assist in developing training materials and conducting training sessions for employees on customer experience standards
• Stay abreast with the development and best practices in the Customer Experience Management space

Ad-hoc project/ Task assignment

• Collaborate with cross-functional teams to manage and execute projects and ad-hoc assignment
• Develop and maintain project plans, timelines, and budgets
• Monitor project progress and communicate updates to stakeholders
• Synthesize complex information into clear takeaways, preparing and delivering presentations/ documents/ reporting of a high visual, verbal, and written standard
• Advocate automating processes to minimize manual repetition of duplicated tasks

About you

Education/Qualification

• Possess at least a Bachelor’s Degree in Business, Marketing, Economics, Statistics, Psychology, or a related field.
• Minimum CGPA 3.5 or its equivalent

Experience

• Fresh graduates or 1-2 years of working experience

HLB is looking for:

• High standard of verbal and written communication, in English
• Interest in data analysis / Previous experience/ interest in data analysis 
• Having commercial acumen, and an understanding of financial, commercial, and budgeting elements would be an advantage
• Meticulous, tenacious, proactive and results-oriented
• Ability to structure ambiguous problems, work effectively with diverse teams to develop the best solution, and make things happen with flexibility, speed, and simplicity
• Highly professional demeanor with strong interpersonal skills, the ability to network and interact effectively with all audiences, including senior leaders

Benefits

Hong Leong Bank offers the following benefits to Graduate trainees:

• Competitive entry-level salary scale
• Mentorship with industry leaders
• Sponsorships for selected professional certification
• Opportunity to contribute to the community through HLB's social responsibility efforts
• Association with one of the largest financial groups in Malaysia

Training, development & rotations

You are assigned to a supervisor as soon as you start. He or she will help facilitate what you want from your career decisions and the best way to achieve it within the organization. Each area has its own tailored development agenda based on a standardized Hong Leong Bank 

The below video highlights the diverse experiences of individuals in Hong Leong Bank's structured program, emphasizing skill development and exposure to various banking roles.

Career progression

The GT programs serve to develop subject matter experts within their selected divisions, with the aim of creating a holistic young banker at the end of each program.

How to apply

• Once candidates have applied online, the team will carefully review each application. Due to the high volume of applications, patience is appreciated to ensure a fair and timely review process.
• If you are shortlisted for the role, HLB will send an interview invitation via email. You can also check your application status by logging into your candidate account.

Sources

The following sources were used in researching this page:

• hlb.com.my/en/personal-banking/about-us/careers/graduate-trainee-program.html
• glassdoor.co.in/Reviews/Hong-Leong-Bank-Graduate-Trainee-Reviews-EI_IE40831.0,15_KO16,32.htm?
• youtube.com