Job Description
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