The ideal candidate will bear the core responsibility of the ongoing management, maintenance, enhancement and evolution of the Voice-of-Customer (VOC) Program, with advice, guidance and support from the Head of Customer Insights. Key tasks include:
- Conduct of an annual program review with each stakeholder function, during which the continued relevance, as well as integrity and robustness of the existing survey construct and assessment scope will be examined and tweaked, as appropriate.
- Oversight of the ongoing operational health of the VOC Program (e.g. ensuring survey invitations are delivered in the expected format as per the stated schedule, completed surveys are captured via the VOC platform at an ongoing basis etc.)
- Preparation of a monthly report detailing findings for each touchpoint, which includes deep-diving into the findings to identify root causes of issues observed by connecting with the relevant functions across the organization
- Conduct of periodic sharing sessions where stakeholders will be guided through the findings for the period as well as how those findings have been trending across the months / to date
- Collaborate with stakeholders on the development of action plans to overcome performance issues or challenges identified
- Conceptualization, development and implementation of new touchpoints as appropriate
- Identification of overarching business problems during the course of the management of the program and surfacing them at relevant stakeholder forums and / or task force to facilitate the necessary review and action planning as appropriate
The Head of Customer Insights will also accord the ideal candidate with exposure, knowledge and guidance in terms of the management of end-to-end research activities in response to stakeholders’ requests and needs, including:
- The conceptualization and design of appropriate research activities, with a view and understanding of the stakeholders’ business needs and objectives
- The implementation of the research activities, including the design and preparation of fieldwork materials, the conduct of fieldwork, the review of resultant data, the analysis of findings and the development of research insights
- The presentation and socialization of resultant research findings and insights with stakeholders
In particular, the Head of Customer Insights will create robust on-the-job learning opportunities in support of the candidate’s hands-on assimilation of tasks like questionnaire design, fieldwork moderation (e.g. Discussion Boards, Focus Group Discussions, In-depth Interviews etc.).
Additionally, the ideal candidate will be tasked to assist the Head of Customer Insights with the conceptualization of a calendar of pre-emptive research topics and activities – in support of the organization’s overarching business goals and with an aim to creating a media footprint that sets PACS forth as a subject matter expert that aims to help our customers live better, longer. Activities may include the design and implementation of appropriate research activities, the development of collaterals detailing key findings and insights, the socialization of the research findings and insights with relevant stakeholder functions, the utilization of social media channels (e.g. LinkedIn etc.) for the sharing insights nuggets as appropriate.
Last but not least, the ideal candidate will also support the Head of Customer Insights with the ongoing management, maintenance, evolution and enhancement of a monthly dashboard that serves to equip the senior management team with a single-page view of our progress spanning our financial targets, operational metrics as well as customer satisfaction.
Competencies and Personal Traits
- Copes and functions well within a dynamic and evolving environment
- Demonstrates curiosity and possesses an inquisitive and analytical mindset
- Demonstrates passion and drive to succeed in assigned tasks
- Demonstrates accountability to assigned responsibilities
- Is independent and driven
- Is resourceful in navigating the organization in securing relevant personnel and inputs
- Is a committed individual who strives to meet or better assigned timelines
- Is detailed oriented
- Possesses a robust understanding of the PACS business construct and priorities
- Possesses a positive can-do attitude
- Possesses highly developed interpersonal skills (in both one-to-one or group settings)
- Possesses excellent verbal and written communication skills
Work Experience
- 4-6 years of relevant experience supporting Customer Insights and / or Market Research-related activities and initiatives
- Strong project management skills with the ability to manage multiple tasks concurrently
- Strong working knowledge and experience with survey administration platforms like Qualtrics, Alida
- Adept at managing projects that span multiple stakeholders (both internal – e.g. stakeholders, functional leads; and external – e.g. vendors)
Education
- Minimum of a Bachelor’s Degree – preferably in a business, communications, management, marketing or finance discipline
