Job Description

Overview

We are seeking a talented Voice of Customer and Insights Lead to establish 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, and insights programs, and drive initiatives that directly impact loyalty, satisfaction, and growth.

Key Responsibilities

Lead Customer Insights & NPS Strategy:

• Develop and execute a comprehensive NPS and customer insights strategy aligned with business objectives.
• 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 to 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.

Team Leadership and Development:

• Build, manage, and grow a high-performing team of Customer Experience analysts and insights specialists.
• Foster a culture of customer-centricity, curiosity, and continuous learning within the team and organization.

Qualifications

Education and Experience

• Bachelor's or Master's degree in Business, Data Analytics, Psychology, Design, or a related field.
• Minimum of 7 years' professional experience in customer experience management, customer insights, or analytics roles, with at least 3 years in a leadership capacity.
• 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.
• Strong background in data analysis and statistical tools (e.g., SQL), with experience in data visualization (e.g., Tableau, Power BI), CRM systems, and customer feedback platforms (e.g., Qualtrics, Medalia).
• Experience balancing agile, fast-paced research demands with methodological rigor and business impact.

Skills and Abilities

• Highly self-directed, organized, and efficient, with strong analytical and problem-solving skills.
• Deep knowledge of diverse research and NPS methods, and the ability to select and apply the most appropriate approach for each project, especially in quantitative research supporting Human Centred Design.
• 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.
• Exceptional leadership and people management abilities, with a track record of mentoring and developing high-performing teams.
• Strong strategic thinking, adaptability, and resilience in a fast-paced, evolving industry.
• Customer-centric mindset with a passion for improving customer experiences and driving measurable business outcomes.

This role offers the opportunity to shape the customer experience strategy and insights culture for StarHub, working at the intersection of data, technology, and business to deliver world-class customer experiences, with a strong focus on translating quantitative insights into actionable design improvements as an integral part of Human Centred Design.