As a member of the Consumer Division, this role is part of the Voice of the Customer team which bridges the different business units to the Customer and supports the development of initiatives to improve the customer journey, with validated insights. This role calls for a highly analytical individual, who is adept at customer journey mapping and construing CX metrics that best measure SPH's customer experiences. The incumbent is critical in assisting the team with the creation of delightful experiences for our customers.
Roles & Responsibilities
Data Analysis
- Collect and analyse qualitative and quantitative customer data from various sources, such as surveys, feedback, social media, and internal behavioural data.
- Use statistical techniques and tools to derive meaningful insights from the data.
- Where applicable, recommend and iterate existing CX metrics, to best measure the customer experiences and enable cross-functional teams to track their CX performance.
Market Research
- Conduct market research to identify trends, competitor activities, and industry developments that may impact customer behaviour and anticipate future customer needs.
- Establish service performance/ CX performance benchmarks, based on the latest industry and customers expectations.
Cross-Functional Collaboration
- Collaborate with marketing, product development, sales, and other departments to integrate customer insights into the development of customer acquisition/retention strategies and/or customer-centric experiences design.
Reporting and Visualisation
- Develop and present monthly reports, dashboards, and visualisations that effectively communicate key customer insights and CX performance to stakeholders.
Customer Journey Mapping
- Partakes in the mapping and iteration of the customer journey to identify key experience frictions, opportunities for improvement and future experience development.
Driver of Customer-Centricity
- Advocates for customer centricity and drives the customer centricity mindset across various functions in the organisation.
Who we are looking for
Skills
- Analytical Skills: Strong analytical and quantitative skills with proficiency in data analysis tools and techniques. Knowledge of SQL and Python would be advantageous.
- Communication Skills: Excellent communication and presentation skills to convey complex data insights in a clear and compelling manner to diverse audiences.
- Problem-Solving: Ability to identify experience gaps, opportunities and proactively propose ways for improvement.
- Team Collaboration: Proven ability to work collaboratively with cross-functional teams.
- Adaptability: Ability to adapt to changing business needs and evolving market conditions.
Competencies & Personality Traits
- Ability to build rapport with, and influence across different levels of the organisation
- Growth mindset and practises continuous improvement
- Self-starter
Working Experience
- At least 2 years of experience in quantitative and qualitative research and/or data analytics
- Experience in a CX function or CX consultancy is preferred.
Qualifications
- Degree qualification in Business, Marketing, Statistics, Data Science, or a related field.
