Job Responsibilitise:
- 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)
