Develop, execute, and measure a comprehensive NPS strategy aligned with StarHub's business objectives across all customer touchpoints.
Lead the analysis of NPS data to extract actionable insights, develop predictive models, and present executive-level reports on NPS trends and their business impact.
Work closely with various departments to implement NPS-driven improvements, develop customer retention programs, and incorporate feedback into product enhancements.
Identify key drivers of customer satisfaction, develop strategies to address pain points, and lead initiatives to close the feedback loop with customers.
Build and manage a high-performing team of NPS specialists, providing mentorship and fostering a culture of customer-centricity across the organization.
Stay abreast of industry best practices, implement innovative approaches to gathering and utilizing customer feedback, and continuously refine NPS methodologies.
Requirement:
Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field.
Master's degree in Customer Experience Management, Business Analytics, or similar field preferred
8+ years of experience in customer experience management, with at least 3 years in a leadership role
Proven track record of implementing successful NPS programs
Deep understanding of customer experience metrics and methodologies
Strong background in data analysis and interpretation
Proficiency in NPS methodologies and best practices
Strong analytical skills with experience in statistical analysis software (e.g., SPSS, R)
Familiarity with CRM systems and customer feedback platforms
Knowledge of data visualization tools (e.g., Tableau, Power BI)
