Customer Experience Analytics Lead

StarHub; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

An established industry player is seeking a Head of NPS to lead customer-centric strategies that enhance loyalty and satisfaction. This pivotal role involves developing and managing the NPS program, analyzing customer feedback, and collaborating across departments to drive improvements in products and services. The ideal candidate will have a strong background in customer experience management, data analysis, and team leadership. Join a forward-thinking company that values innovation and is committed to delivering unparalleled customer experiences. If you are passionate about customer insights and driving change, this opportunity is perfect for you.

Qualifications

• 5-7 years in customer experience management with team leadership experience.
• Strong analytical skills with proficiency in data analysis software.

Responsibilities

• Develop and implement NPS strategies to enhance customer loyalty.
• Lead analysis of NPS data to extract actionable insights and trends.

Skills

Customer Experience Management

Data Analysis

NPS Methodologies

Leadership

Strategic Thinking

Problem-Solving

Communication Skills

Education

Bachelor's degree in Computer Science

Master’s degree in Customer Experience Management

Tools

SPSS

R

Tableau

Power BI

CRM Systems

Job description

About the team:

The Customer Lifecycle Management (CLM) team at StarHub is dedicated to understanding, enhancing, and optimizing the customer journey. From acquisition to retention, the CLM team employs data-driven strategies to provide unparalleled customer experiences. Through a combination of data science, business intelligence, customer insights, NPS, and digital analytics, the CLM team ensures that StarHub's offerings are aligned with customer needs, leading to increased loyalty, satisfaction, and growth.

Role Description:

The Head of NPS plays a crucial role in driving customer-centric strategies across StarHub. This position is responsible for developing, implementing, and managing StarHub’s NPS program to enhance customer loyalty and satisfaction. The Head of NPS will lead initiatives to gather, analyze, and act upon customer feedback, working closely with various departments to drive improvements in products, services, and overall customer experience. This role is pivotal in fostering a customer-first culture within StarHub and directly contributes to the company's goal of providing unparalleled customer experiences.

Key Accountabilities:

NPS Strategy Development and Implementation

Develop, execute, and measure a comprehensive NPS strategy aligned with StarHub's business objectives across all customer touchpoints.

Customer Insights and Analytics

Lead the analysis of NPS data to extract actionable insights, develop predictive models, and present executive-level reports on NPS trends and their business impact.

Cross-functional Collaboration

Work closely with various departments to implement NPS-driven improvements, develop customer retention programs, and incorporate feedback into product enhancements.

Customer Experience Enhancement

Identify key drivers of customer satisfaction, develop strategies to address pain points, and lead initiatives to close the feedback loop with customers.

Team Leadership and Development

Build and manage a high-performing team of NPS specialists, providing mentorship and fostering a culture of customer-centricity across the organization.

Continuous Improvement and Innovation

Stay abreast of industry best practices, implement innovative approaches to gathering and utilizing customer feedback, and continuously refine NPS methodologies.

Qualifications

Education Level

Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field. Master’s degree in Customer Experience Management, Business Analytics, or similar field preferred.

Required Experience and Knowledge

5 - 7 years of customer experience management and have managed a small team. Proven track record of implementing successful NPS programs. Deep understanding of customer experience metrics and methodologies. Strong background in data analysis and interpretation.

Job-Specific Technical Skills

Proficiency in NPS methodologies and best practices. Strong analytical skills with experience in statistical analysis software (e.g., SPSS, R). Familiarity with CRM systems and customer feedback platforms. Knowledge of data visualization tools (e.g., Tableau, Power BI).

Behavioural Skills

Exceptional leadership and team management abilities. Strong strategic thinking and problem-solving skills. Excellent communication and presentation skills. Ability to influence and drive change across multiple departments. Customer-centric mindset with a passion for improving customer experiences. Adaptability and resilience in a fast-paced, evolving industry.