Head of Strategy & Business Intelligence

Role Summary

In this role at CelcomDigi, you will be responsible to lead the strategic direction of Customer Experience in driving the ‘customer centricity’ mindset and culture throughout the organization. The strategic roadmaps must be anchored on the mid and long-term CX vision for CelcomDigi, to be applied across all lines of business in alignment to the corporate goals. The strategies developed must be based on data and insights obtained by your team from trusted and reliable sources, holistic and comprehensive in covering all grounds, in order to allow valid and accurate analysis to be conducted, to lead to actionable strategies. You will be responsible to gather insights on consumer behaviour, preferences and psychographics, while understanding industry and market trends, with a detailed view of the competitors landscape. It is crucial for this role to develop and determine the data collection and analysis techniques to obtain the needed insights and turn them into actionable strategies, to be driven across the other divisions and departments within the organization, ensuring alignment and adoption of these CX strategies from conceptualization to execution. These insights must be obtained and reported on a consistent basis in ensuring business decisions are made on a timely basis. These insights will be critical as inputs for the design and development of the ideal customer journey by the Service Innovation & Customer Journey Innovation team, as well as to other Lines of Business for their respective objectives. 

Responsibilities

• You are responsible to develop and design the mid and long-term CX vision and strategy roadmap to enhance customer experience across all lines of business to result in improved customer satisfaction and loyalty, aligning to the organisation’s corporate visions and goals. 
• You must be a firm believer, practitioner and advocate of data and insights in devising the CX strategies by defining CX objectives, focusing on customers’ needs, industry and market trends and movements, as well as identifying core advantage(s) within the competitive landscape. 
• Based on the business intelligence obtained through trusted and reliable sources, you need to be able to conduct in-depth analysis to identify customer segments with clear segmentation attributes, to surface CX gaps, identify improvement opportunities across the segmental journeys, processes, systems and offerings, and  – to be then used by the CX Journey Mapping team for the development of the ideal CX journey. 
• You and your team are to prepare consistent reports and updates on customers, market and industry, as well as competitors, both locally and globally, and to share these reports to stakeholders as these data is pivotal in decisions to be made. 
• You need to be constantly monitoring and tracking, and analyse and report, any consumer, industry, market and competitive shifts and regulatory movements both locally and globally to evaluate and assess the potential influence and/ or impact to the CX strategies. 
• The CX Strategist is also responsible to play a hands-on role in spearheading CX transformational initiatives across other departments, ensuring alignment organisation-wide, through innovations and cross-functional programmes.
• Through the detailed and insightful business intelligence of consumers, market and industry trends as well as competitive landscape analysis, you are responsible to share this intelligence to ensure alignment and adoption of the CX data and analysis to all stakeholders across the organization to ensure alignment, buy-in and commitment.  
• You must be agile and quick to adapt/ refine the strategies as and when required to ensure the delivery of the CX outcomes and goals.

Requirements

• You have the experience of developing strategic directions and initiatives to drive Customer Experience in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers in strategies developed and actions taken. 
• Exceptional critical thinking skills and analytical ability to gather and collate data sets that will be insightful and comprehend data into relevant factors for decision making. 
• You have demonstrated strong appreciation and in-depth understanding of data, with the ability to land on valid deductions and actionable strategies and initiatives. 
• Demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people of all levels within the organization. 
• Leading and influencing team members towards achievement of common goals and objectives, whilst obtaining stakeholders buy-in and commitment.