Job Description

We are seeking a talented Voice of Customer and Insights Manager to run and advance the research and insights capabilities within StarHub's Customer Experience team. In this role, you will play a pivotal part in uncovering customer needs and, crucially, in translating quantitative research findings into actionable insights that directly inform digital and service design as part of the Human Centred Design process. Reporting to the Head of Customer Experience, you will collaborate with cross-functional teams, lead NPS, CSAT, CES and insights programs, and drive initiatives that directly impact loyalty, satisfaction, and growth.

Key Responsibilities:
Lead NPS, CSAT, CES and Customer Insights program:
•    Execute and enhance the NPS and customer insights program 
•    Own the NPS & CSAT measurement methodologies across all customer touchpoints, establishing targets for the organization.
•    Synthesize quantitative and qualitative insights to identify root causes of experience issues and present findings to stakeholders and leadership, ensuring these insights are translated into tangible recommendations for digital and service design improvements.
•    Track priority journey and relationship metrics, and the impact changes in experience have on NPS, CSAT, and business outcomes.
Establish Best Practices:
•    Develop and implement standards, tools, and methodologies for measuring and improving customer experience and NPS, with a focus on leveraging quantitative research to inform design decisions.
•    Collaborate with Product, Channel, Brand, Data, and Engineering teams to embed best practices and contribute to the growth of data-driven CX capabilities across the organization.
•    Stay abreast of industry best practices in NPS and customer experience management, implementing innovative approaches to data collection and feedback utilization.
Customer Advocacy:
•    Analyze and map user behaviors, journeys, needs, and motivations to advocate for customer-centric decision-making, ensuring that quantitative insights are integral to the Human Centred Design process.
•    Inspire teams to prioritize user needs and contribute to the improvement of CSAT, NPS, and customer retention across products and channels.
•    Lead initiatives to close the feedback loop with customers and address pain points in the customer journey.
Actionable Insights:
•    Translate quantitative research and NPS findings into clear, prioritized recommendations that inform digital and service design, supporting iterative improvements within the Human Centred Design framework.
•    Collaborate with cross functional teams to validate design iterations and integrate insights into the product roadmap and business priorities.
•    Create and present executive-level reports on NPS trends, customer insights, and their impact on business performance.
Cross-Functional Collaboration:
•    Build strong relationships with teams across consumer insights, marketing, loyalty, innovation, operations, and technology.
•    Partner with department heads to implement NPS and insights-driven improvements, and facilitate workshops to translate insights into enhancements.
•    Successfully execute cross-departmental initiatives annually, based on customer insights, to improve retention and satisfaction.

Qualifications

•    Bachelor's or Master's degree in Business, Data Analytics, Psychology, Design, or a related field.
•    3-5 years' professional experience in customer experience management, customer insights, or analytics roles.
•    Proven expertise in running successful NPS programs and applying both traditional and advanced research methodologies, with a strong emphasis on quantitative research for digital and service design.
•    Background in data analysis and statistical tools with experience in data visualization (e.g., Tableau, Power BI), CRM systems, and customer feedback platforms (e.g., Qualtrics, Medalia).
•    Highly self-directed, organized, and efficient, with strong analytical and problem-solving skills.
•    Proficient in synthesizing complex, multi-source data into clear, visual deliverables such as executive dashboards, journey maps, and process flows.
•    Skilled communicator and presenter, able to articulate user needs and research findings to diverse audiences, including senior leadership, and build consensus across teams.
•    Customer-centric mindset with a passion for improving customer experiences and driving measurable business outcomes.