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Assistant Manager, CX Insights

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Date: 10-Nov-2020

Location: StarHub Green

Company: StarHub Ltd

Assistant Manager, CX Insights

 

Responsibilities:

  • Be the voice of the customer and drive a customer-centric approach and culture in the organization.
  • Act as the ‘go-to’ internal resource for customer insights.
  • Manage the VoC system, deliver detailed and accurate insights report on a timely basis for management and stakeholders.
  • Design and coordinate user research (qualitative interviews, surveys, ethnographic observations, contextual inquiry, design research, workshops) to learn more about end users as required.
  • Validation of designs through usability testing or as coached used experience management tool.
  • Plan, manage, and communicate design projects from research to design to implementation.
  • Conduct data cleaning and vetting.
  • Undertake data analysis based on project specifications (eg. cross-tabulations. custom-tables, pivot tables, significance testing, multivariate analysis)
  • Prepare reports for both qualitative and quantitative studies in PowerPoint / Word / Excel.
  • Analyse the data to create actions for customer experience.
  • Supports any ad hoc survey and deep dive analysis.
  • Perform CX linkage analysis and simulation.
  • Other duties relevant to the customer experience work and program as assigned.

 

Qualifications

 

  • Tertiary Education and at least 5 years of relevant experience.
  • The ideal candidate will have experience on complex enterprise workflows, operational processes, project management, attention for detail, flexibility, and ability to collaborate with others and work in a fast-pace environment.
  • Experienced in quantitative and qualitative data analysis methods.
  • Well verse in MS Office (especially in Excel and PowerPoint). Having working knowledge of Tableau, SPSS and Adobe would be great.
  • Good analytical, organizational, stakeholder management and communication skill

 

*We regret that only shortlisted candidates will be notified.