Manager, Enterprise Research, Insights & Customer Experience

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Benefits offered by this job

Comprehensive medical, dental, optical

Insurance benefits

Flexi working hours

Staff Line & Device Subsidy

Smart Casual Attire

Parental Leave

Public transport access

Employee discounts

Job summary

U Mobile Sdn Bhd is seeking an experienced Enterprise B2B Research & Insights Specialist to drive actionable customer intelligence across the enterprise lifecycle. You will combine qualitative and quantitative research, VoC data, and business context to identify needs and inform strategic priorities.

As a trusted adviser to senior stakeholders, you will translate complex evidence into clear recommendations and support measurable action across acquisition, onboarding, service delivery, renewal

Qualifications

• Bachelor’s degree in Market Research, Business, Marketing, Statistics or Data Analytics.
• 8–10 years of experience in B2B customer research, insights, or VoC with enterprise exposure.
• Proven ability to translate data into actionable business recommendations for senior stakeholders.

Responsibilities

• Lead end-to-end B2B research projects from design to presentation of findings.
• Analyse feedback, trends and data to identify customer needs and growth opportunities.
• Manage VoC programmes (NPS, CSAT, CES) and journey mapping to improve retention.
• Collaborate with cross-functional teams to translate insights into strategies.
• Oversee third-party agencies, timelines, budgets, and data privacy compliance.

Skills

B2B research

VoC programmes

Qualitative research

Quantitative research

Analytics

Project management

Stakeholder communication

MS Office

Education

Bachelor's degree in Market Research

Tools

Power BI

Tableau

Qualtrics

AI-assisted tools

Job description

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Job Summary

• We are looking for an experienced Enterprise B2B Research & Insights Specialist to generate actionable customer intelligence and help shape a differentiated customer experience across our enterprise business.
• This role will lead research and Voice of Customer initiatives across the B2B customer lifecycle—from acquisition and onboarding through account management, service delivery, renewal and advocacy. You will combine qualitative and quantitative research, customer feedback, behavioural data and commercial context to identify customer needs, diagnose experience gaps and influence business priorities.
• The successful candidate will be a trusted adviser to senior stakeholders, able to translate complex evidence into clear recommendations and support the organisation in moving from insight to measurable action.

The Day-To-Day Activities

• Lead end-to-end B2B customer research projects, including research design, data collection, analysis and presentation of findings.
• Analyse customer feedback, market trends and business data to identify customer needs, pain points, satisfaction drivers and growth opportunities.
• Manage Voice of Customer (VoC) programmes, including NPS, CSAT, CES, customer surveys and journey mapping to improve customer experience and retention.
• Collaborate with cross-functional teams and senior management to translate customer insights into actionable business strategies and improvement initiatives.
• Manage research agencies, project timelines, budgets and governance while ensuring ethical research practices and compliance with data privacy requirements.

About You

• Bachelor’s degree in Market Research, Business, Marketing, Statistics, Data Analytics or a related discipline.
• 8–10 years of experience in B2B customer research, customer insights, market research, customer experience or Voice of Customer, with exposure to enterprise customers.
• Strong experience in qualitative and quantitative research, VoC programmes, customer journey mapping and managing end-to-end research projects.
• Strong analytical, commercial and project management skills, with the ability to translate complex data into actionable insights and present recommendations to senior stakeholders.
• Customer-focused, strategic and collaborative, with strong communication skills and proficiency in Microsoft Office. Knowledge of Power BI, Tableau, Qualtrics or AI-assisted research tools is an advantage.

What’s Next ?

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.