Manager, Customer Experience

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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 transfer
• Other admin duties as assigned, such as budgeting, managing inventory of collaterals

Skills For Success

• Bachelor's degree in computing, engineering or relevant fields
• At least 7 years of customer experience management (including NPS and transactional experience) and have managed a small team
• Expert level knowledge and experience in NPS methodologies and global best practices
• Adept in the use of data tools such as Power BI (proficiency in MS Office tools is a must)
• Experience in working with CRM systems
• Storytelling with data
• Proficient in various customer experience research techniques and methodologies, and balance this with agile ways of working
• Have an analytical mind-set with proven ability to structure and synthesize large amounts of data, develop actionable insights, and effectively share them with key stakeholders
• Strong problem-solving and interpersonal skills with the ability to work and interact with different business units, including the ability to manage multiple projects and stakeholders
• Self-starter who is naturally curious, passionate about customer experience, and creative
• Good communication skills, written and spoken, must be at-ease with presenting findings to stakeholders and working with agencies
• Able to work independently and a good team player
• Thrive in a fast-paced and dynamic environment with various business unit stakeholders
• Ability to navigate well in ambiguity

Rewards that Go Beyond

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Telecommunications

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