Customer Engagement Analysis Specialist

About the Role

As a Customer Engagement Specialist at Muang Thai Life Assurance Public Company Limited, you will act as a strategic expert using systematic thinking and data-driven insights to elevate customer experiences. You will analyze the Customer Journey, identify critical pain points, and implement digital-first solutions to support the organisation's goal of being customer-centric.

Responsibilities

• Design and manage end-to-end transactional feedback surveys.
• Analyze Voice of Customer (VoC) and customer journeys to deliver actionable insights to the executive committee.
• Analyze customer behavior and purchasing patterns, especially for MTL Direct channels, and identify trends to develop targeted campaigns and loyalty programs.
• Lead corporate, division, and department-level projects from planning and execution to monitoring and delivery.
• Utilize modern technologies including Python for big data analytics, Power BI/Tableau for visualization, and Generative AI (ChatGPT/Gemini) to streamline operations and predict behavioral trends.
• Work closely with internal and external stakeholders to drive problem-solving initiatives based on identified customer pain points.
• Foster a high-performing team culture by organizing skill-building workshops, team-building activities, and providing professional coaching to team members.

Qualifications

• Master’s Degree in Statistics, Business Administration, Management, Economics, or a related field.
• Minimum 5 years of experience in data analytics, market research, or customer experience (CX).
• Experience in life insurance or banking is a strong plus.
• Proficient in Power BI, Python, Tableau, or Google Analytics.
• Hands-on experience applying AI tools (ChatGPT, Gemini) to improve productivity.
• Expertise in Microsoft Office (Excel, PowerPoint) and Google Workspace.
• Strong analytical and systematic thinking with the ability to summarize complex data for executive presentations.
• Excellent project management and coordination skills.
• Creative, "out-of-the-box" thinker with a proactive and growth-oriented mindset.
• Fluent in Thai and good command of English.

Additional Information

หมายเหตุ: ตำแหน่งงานนี้จำเป็นต้องตรวจสอบประวัติอาชญากรรมของบุคคลก่อนพิจารณารับเข้าทำงาน เพื่อความปลอดภัยและรักษามาตรฐานขององค์กร Remark: This position requires a criminal record information check prior consideration for employment to ensure safety and maintain standards of the organization.