Data-Driven Insights Manager
6 days ago
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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