Lead and drive customer voice management strategy, including data collection, analysis, and insight generation, to deliver actionable recommendations that enhance customer experience, improve satisfaction metrics, and support sustainable business growth.
- Strategy & Governance
- Develop and implement customer voice (VoC) strategy, frameworks, and governance across all customer touchpoints
- Define customer metrics (e.g., NPS, CSAT, CES) and ensure alignment with business objectives
- Customer Data & Insights Management
- Design and manage customer feedback programs (e.g., surveys, digital feedback tools)
- Consolidate and integrate customer data from multiple channels into a centralized system
- Analyze customer data to identify trends, root causes, and key experience drivers
- Insight Translation & Business Impact
- Translate customer insights into actionable recommendations and improvement initiatives
- Partner with cross-functional teams to drive implementation of customer experience improvements
- Reporting & Performance Monitoring
- Develop and maintain dashboards and reports to monitor customer metrics and performance
- Ensure timely and accurate reporting to support decision-making at management level
- Team Leadership & Capability Development
- Lead, coach, and develop team capability in analytics, insight generation, and customer-centric practices
- Foster a culture of continuous improvement and customer focus within the team
Requirements
- Bachelor's or Master's degree in Business Administration, Marketing, Data Analytics, or related fields
- Minimum 8-10 years of experience in Customer Experience, Customer Insights, Data Analytics, or related areas
- Proven experience in leading teams and managing cross-functional projects
- Experience in e-commerce, or customer-driven industries is preferred
- Customer Voice (VoC) management and customer experience (CX) frameworks
- Data analytics and insight generation (advanced Excel, BI tools such as Power BI/Tableau)
- Knowledge of customer metrics (NPS, CSAT, CES) and survey design
- Data management and dashboard development
- Project management and process improvement
