Customer Insights Analyst

JOB PURPOSE

For the Company to offer superior customer experience in each stage of the Customer Journey, the person is tasked to gather, analyze and synthesize data to look for opportunities to constantly improve based on customer insights. Proposes and identifies customer-focused value creation strategies for the Company and actively disseminates findings and collaborates with the different departments: Supply Chain, Global Enterprise Services, Marketing, Commercial, Human Resources and Plant Operations.

• Voice of the Customer

Create as-is and target Customer Experience journeys considering all the available channels ensuring a holistic approach is taken.  Use customer insight deliverables to focus and proactively define action plans critical to enhancing customer experiences.   Engage and encourage customers and internal stakeholders to be involved in the experience design improvement.

Create a clear, consistent, and accurate picture of customers and their desired experiences, while maintaining the customer pulse on changing expectations.  Maintain a Voice of the Customer (VOC) monitoring structure and display customer sentiment in real-time from various VOC channels, disseminated across the different cross-functional departments.

• Customer Centricity Culture

Serves as customer experience advocate and supports and collaborates in developing programs, communications and other activities required to create and maintain a culture in which delivering a superior customer experience is embedded in the organization’s DNA.

• Process Improvement

Identify gaps and opportunities in current customer experiences, provides data-driven recommendations to resolve these in alignment with customer experience vision (North Star Journey), value propositions and guiding principles. Creates, improves and/or redesigns core processes to support key experience objectives.

• Insights, Analytics, Measurement, Reports

Define and measure customer experience quality and other impacting attributes on an ongoing basis across the entire enterprise.  Cultivate a culture of continuous improvement by using metrics to drive a call to change.

• Others – adhoc

Prepares reports, additional insights and other initiatives that could advance the Company’s customer centricity status or improve the overall customer experience.

Requirements:

• Graduate of any degree in Business, Management Engineering, Marketing, MIS, Communications or any related course
• 1-3 years experience in any of these -customer experience, VOC, customer data analysis, customer insighting, project management, customer journey mapping, action planning
• ability to gather, interpret and present data to help make informed decisions
• Strong in problem-solving and analysis, creativity, innovation, critical thinking, collaboration
• Excellent oral and written communication skills with the ability to synthesize data confidently across all levels of the organization
• Preferably with exposure to Net Promoter Score (NPS) and / Voice of the Customer (VOC) programs
• Upholds the company’s code of ethics, values and business conduct.