We are partnering with a Telecom company who is looking for a Customer Insights Manager to lead the Voice of Customer program and drive data-driven improvements in customer experience. This role will uncover customer needs, analyze feedback and research data, and translate insights into actionable recommendations for digital products and services.
KEY RESPONSIBILITIES
- Lead and manage Voice of Customer programs, including NPS, CSAT, and CES
- Analyze quantitative and qualitative customer feedback to identify key experience issues and opportunities
- Translate insights into actionable recommendations to improve digital products, services, and customer journeys
- Track and report on customer experience metrics and business impact
- Create executive dashboards, reports, and presentations to share insights with leadership
- Work closely with Product, Marketing, Operations, Data, and Technology teams to drive customer-focused improvements
- Lead initiatives to close the customer feedback loop and address key pain points
- Promote customer-centric decision making and best practices across the organization
REQUIREMENTS
- Bachelor’s or Master’s degree in Business, Data Analytics, Psychology, Design, or related field
- 3–5 years of experience in customer insights, customer experience, or analytics roles
- Experience managing NPS or Voice of Customer programs
- Strong data analysis and insight generation skills
- Experience with data visualization and feedback tools (e.g., Tableau, Power BI, Qualtrics, Medallia)
- Strong communication and presentation skills, with the ability to influence stakeholders
- Customer-focused mindset with a passion for improving customer experience