Job Description
We are seeking a talented Voice of Customer and Insights Manager to run and advance the research and insights capabilities within StarHub's Customer Experience team. In this role, you will play a pivotal part in uncovering customer needs and, crucially, in translating quantitative research findings into actionable insights that directly inform digital and service design as part of the Human Centred Design process. Reporting to the Head of Customer Experience, you will collaborate with cross-functional teams, lead NPS, CSAT, CES and insights programs, and drive initiatives that directly impact loyalty, satisfaction, and growth.
Key Responsibilities: Lead NPS, CSAT, CES and Customer Insights program: Execute and enhance the NPS and customer insights program Own the NPS & CSAT measurement methodologies across all customer touchpoints, establishing targets for the organization. Synthesize quantitative and qualitative insights to identify root causes of experience issu...