Deputy Director for Customer Insight Strategies

2 weeks ago

Singapore beBeeCustomerExperience Full time

Job Description

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  • Deputy Director, Customer Insights Position Summary:

  • The successful candidate will lead and drive customer insights to develop effective strategies to collect, analyse, and interpret customer insights from various sources including surveys, feedback tools, and customer interactions.

  • He/She will perform detailed analyses of customer feedback, behaviour patterns, and interaction data to uncover trends, identify root causes, and highlight opportunities to improve the customer experience.

  • The candidate will convert customer insights into actionable recommendations, addressing pain points and experience gaps across critical touchpoints.

  • He/She will lead and manage customer insights projects such as Know-Your-Customer segmentation and other related initiatives.

  • The successful candidate will communicate findings and insight-based recommendations to internal stakeholders to support data-driven decision-making and the development of improvement plans.

  • He/She will work collaboratively with cross-divisional and functional teams to drive process improvements and lead continuous enhancement efforts aimed at optimising service delivery.

  • The Deputy Director, Customer Insights will apply data analytics, machine learning, and automation tools directly to improve the generation and application of customer insights across operations.

  • He/She will build and improve reporting dashboards using Power BI and survey platform tools to simplify data visualisation and enhance stakeholder reporting.

Responsibilities

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  • Lead and Drive Customer Insights

  • CX Strategy and Execution of CX Community of Practice

  • Lead and Drive Service Design

  • Team Leadership, People Development, and Budget Management

Required Skills and Qualifications

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  • Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.

  • Professional certifications in areas such as Customer Experience Management (CXM), Service Design, Agile methodologies, Business Process Reengineering (BPR), Six Sigma, Lean methodologies, or data analytics are advantageous.

  • At least 10-12 years of progressive experience in customer experience, market research, service management, or data analytics.

  • Demonstrated experience in leading and managing high-performing teams.

  • Proven ability to develop and execute customer experience strategies.

  • Strong analytical and problem-solving capabilities, with proficiency in data analysis, statistical tools, and key driver analysis.

  • Hands-on experience in designing and administering customer surveys and conducting customer research.

  • Knowledge of survey management systems, customer data management, and data warehousing practices.

  • Familiarity with process improvement methodologies such as BPR, Six Sigma, Lean, and techniques like service blueprinting.

  • Proficient in data visualisation tools such as Power BI or Tableau, and process mapping software such as Microsoft Visio.

Benefits

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  • Competitive salary package.

  • Opportunity to work with a dynamic team.

  • Chance to develop and implement customer experience strategies.

  • Professional growth and development.

How to Apply: Please submit your application to be considered for this exciting opportunity. Only shortlisted candidates will be notified.

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