Nhà thuốc FPT Long Châu ★ 3.1

1. Voice of Customer (VoC) Management
- Collect, monitor and analyze customer feedback from multiple channels: surveys, hotline, social media, app, stores and customer service.
- Track and evaluate key CX metrics such as NPS, CSAT, CES and customer churn.
- Support the development and optimization of Voice of Customer programs across customer journey touchpoints.
2. Customer Insight & Data Analytics
- Analyze customer data to identify pain points, root causes and improvement opportunities.
- Combine quantitative and qualitative data to generate actionable insights.
- Utilize AI tools (Claude, Gemini, etc.) to support data analysis and insight generation.
3. Dashboard & Reporting
- Build and maintain CX dashboards using Power BI/Tableau.
- Visualize data and present insights in a clear, business-oriented manner.
- Prepare periodic and ad-hoc reports for stakeholders.
4. Customer Journey & Experience Improvement
- Collaborate with cross-functional teams including Operations, Product, Marketing, IT, Customer Service and Training.
- Support customer journey mapping and identify key moments of truth/touchpoints.
- Propose initiatives to improve customer experience based on customer insights and feedback.

• Bachelor’s degree in Marketing, Business Administration, Economics, Statistics or related fields.
• 1–2 years of experience in Customer Experience (CX), Customer Insight, Data Analytics or Research.
• Understanding of CX metrics/frameworks such as NPS, CSAT, CES and Customer Journey Mapping.
• Strong Excel skills; experience with Power BI/Tableau is a plus.
• Analytical mindset with the ability to generate actionable insights from data.
• Good communication, presentation and cross-functional collaboration skills.
• Customer-centric, proactive and detail-oriented.
• Experience in retail, pharmacy, FMCG, healthtech or research agencies is an advantage.
• English reading skills for professional materials is preferred.