Prenetics is one of the largest diagnostics and genetic testing companies globally. With a team of more than 400 and with over US$85 million in strategic funding from Alibaba, Ping An Ventures, New World Development and more, the group has been pivotal in the fight against COVID-19. To date, Prenetics has performed more than 3 million PCR tests in Hong Kong and in the United Kingdom. Prenetics works closely with both governments and came to international fame when it helped resume the season with the English Premier League and set up COVID-19 testing operations in airports globally, including Hong Kong International Airport and Heathrow Airport.
Furthermore, the group recently made an acquisition of an Oxford University spin-out company, which had developed a rapid COVID-19 test, with accurate results in 20 minutes. The group also operates two leading direct to consumer DNA platforms, CircleDNA and DNAFit.
As a Customer Experience (CX) Analyst, you will work alongside the CX Lead in the delivery of CX initiatives. As part of the CX team, you will be a key advocate for the customer within the company, always thinking in their shoes and being able to empathize with their needs. You will gather and analyze data to inform and define our customer journeys and performance improvement strategies. With your strong stakeholder and project management skills, you will then drive and implement these data-driven CX projects with cross-functional teams and monitor and report on performance metrics. This will be a varied role where you will be expected to balance strategy but also be willing to be hands-on with operational work.
Job Duties
- Identify and gather data from disparate sources to quantify the customer experience, setting up solid feedback loops and reporting dashboards
- Data analysis using Excel and other tools to convert raw data into insights to improve the current experience and predict future needs
- Formulate a solid story to gain stakeholder buy-in on CX initiatives and collaborate closely with cross-functional teams to deliver on CX projects
Requirements
- Bachelor's degree ideally in Business, Information Design, Human-Computer Interaction, or a related field
- Ability to thrive within a fast-paced start-up environment and combine strategic thinking, operational sense, and strong communication skills to deliver high-impact processes and projects
- Previous experience in Consulting/ Startup environment could be helpful
- Strong passion for customer experience and process improvement
- Analytical and Data-driven
- Strong skills in Excel and Powerpoint
- Fluent in spoken and written English; Proficiency in Mandarin/ Cantonese preferred
Our Core Values
• Customer Happiness : We need to do everything we can to make our customers happy. Often times, these are the little things that goes unnoticed which makes big differences.
• Be Open and Transparent : The more open we are with our business, the more we can earn trust and credibility. This is true here at Prenetics as well, you can be rest assured that senior management is to be very open and transparent.
• Adapt To & Embrace & Drive CHANGE : Change may sometimes be unsettling, especially if it is unwanted or unexpected, yet, it is the only constant, where we must evolve as our customers expect more and as our competitive landscape becomes more demanding.
• Walk the Talk : If you say you will do something, you better make sure you complete your task by the date it needs to get completed. No BS here, no excuses and everyone has a responsibility to do their part.
• TEAMWORK : The best leaders are the ones that listen and at Prenetics here, our management understands from and crafts by listening to our team members to enable them to do their best.
• Be PROACTIVE : Being proactive is taking initiative in a situation. Being the first to step up and say, hey “i can do this”. Being proactive is becoming the emergent leader in a group. Proactive people are positive thinkers.
• Be Passionate & Determined : Passion. Period. Sure we can do a job---anyone or any organization can just get the job done. But to get the job done exceptionally well? That takes passion.
• Be Humble : Arrogance is self-destructive in the long run and though we take pride in our roles and results, we at Prenetics here, always live by that “we are only as good as our last month”.
• Move Fast : Moving fast is one of a startup's greatest abilities. If you believe in something, get on it and get it done. Don't overthink it, and just move.
• Do Epic Shit : Building great and big things means taking risks. This can be often times scary and prevents companies from doing the big things they should be. However, in our world where things are moving so fast, we are guaranteed to fail if we don't take risks.
We are Prenetics, our people make us who we are.