Responsibilities
- Manage customer insight projects to build a solid understanding of customer behaviours, perceptions, and key trends.
- Maintain and review survey systems to ensure proper data collection processes and data quality standards are consistently followed.
- Perform customer data analysis to identify key pain points and highlight areas for improvement across the customer journey.
- Collaborate with micromoment owners and business teams in VOC meetings to share insights and support follow-up actions to address customer concerns.
- Coordinate with external research agencies on large-scale studies (e.g. community panel, NPS survey, brand tracking) to ensure smooth execution and timely delivery.
- Support the implementation of customer initiatives under the customer excellence framework to support achievement of target metrics.
- Prepare clear and structured reports and dashboards, translating data into actionable insights for stakeholders.
