Manager, Customer Experience

1 day ago

Singapore Singtel Full time

Join to apply for the
Manager, Customer Experience
role at
Singtel
Be a Part of Something BIG At Singtel, our customers are central to our business. Gaining insight into their needs, motivations, and how we can better serve them is essential to shaping our business strategy. Customer experience remains a fundamental element of this approach.
We are seeking someone who is passionate about customer experience. This role involves strengthening our ability to capture and reflect the customer's voice and journey and deliver actionable insights about their experiences with Singtel (and its competitors) across different touchpoints. We're looking for a curious individual with a strong understanding of, and deep appreciation for, research and data to join our team. You are proactive and assertive, able to think quickly and confidently manage and engage stakeholders on your own. In this role, you'll have the chance to collaborate with different teams across Singtel. You understand consumers, can appreciate how various methodologies and approaches can be used to extract and distil what is required, and have analytical horsepower and business judgment to identify key insights through various data sources available and can weave a cohesive, compelling story that our audience can easily understand.
Responsibilities
Be instrumental in championing customer-focused strategies. Oversee the design, execution, and management of the NPS program, with the goal of strengthening customer loyalty and satisfaction. Lead efforts to collect, analyze, and address customer feedback, collaborating with other units to improve the overall customer experience
Spearhead NPS and transactional experience analysis to derive actionable insights, identify crucial trends, and deliver executive-level reporting on NPS trends and business impact
Lead and manage projects related to customer experience, ensuring timely execution and measurable results
Manage the end-to-end process for Relational NPS, Customer NPS, and Transactional Experience, from questionnaire design, data analysis, and reporting to the VPs, MDs, and the CEO
Develop and manage internal CX resources to empower learning and knowledge

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