Data-Driven Insights Manager

6 days ago


Singapore This is an IT support group Full time
Job Overview:

We are seeking a highly skilled Data-Driven Insights Manager to join our Customer Experience Office. As a key member of our team, you will be responsible for developing and implementing data-driven insights that inform business decisions and drive customer experience strategies.

Key Responsibilities:
  • Data analytics & customer insights
  • Develop and implement customer sensing/data gathering tools and methods
  • Deliver customer analysis across the organization to support business decision making, strategy development, and tactical customer experience delivery
  • Sense make customer satisfaction/experience surveys/feedback reports (for internal/external customers & partners) to derive insights
  • Identify opportunities to improve customer experience across various touchpoints
  • Monitoring & reporting of targets
  • Monitor customer satisfaction levels and KPI achievements through analysis and sense making
  • Develop CX metrics and dashboards for reporting to senior management on progress and impact of CX initiatives within the organization and public transport network

Requirements:
  • Knowledge in Sociology, Psychology, Mathematics, Design, or relevant field of study
  • Demonstrate strong customer-centric outlook with at least 3 years' experience in projects or consultancy work in/with the Public Service, preferably in the area of customer experience and service design
  • Must be able to organize data into clear experience design blueprints and communicate ideas and designs to diverse groups of stakeholders
  • Detailed-oriented, with strong analytical and critical thinking skills
  • Team player who is comfortable in navigating ambiguity and diverse opinions
  • Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders


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