Strategy & Business Intelligence Specialist (Strategy)

Job Description

In this role at CelcomDigi, you will be responsible to develop and implement the strategic direction and roadmap 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 from trusted and reliable sources (working jointly with CX Insights team), holistic and comprehensive in covering all grounds, in order to allow valid and accurate analysis to be conducted, to lead to actionable strategic initiatives. You will be responsible to analyse the data sets on consumer behaviour, preferences and psychographics, while understanding industry and market trends, with a detailed view of the competitors landscape, 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. You will consistently monitor the execution of the strategic roadmaps and initiatives to ensure they are producing the outcomes as intended, and you must be quick and agile to pivot and/ or refine as and when needed, to drive continuous CX strategic direction across the organization.

Responsibilities

• You are responsible to develop and implement 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 make informed strategic decisions, in designing and implementing the strategic roadmap for the organization, to determine the CX objectives for the mid and long term, as well as to ensure these are consistent in the mapping of the ideal CX journeys – by customer segment, by line of business, by channels etc. 
• You will need to prepare comprehensive business plans and strategies – clearly depicting the data points on consumers, market and industry, with deep view and understanding of the competitors landscape both locally as well as globally, and to demonstrate the alignment to the organisation’s business goals and objectives. 
• 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.
• You are responsible to share this strategic and roadmap with 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 roadmaps 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. 
• Influencing team members towards achievement of common goals and objectives, whilst obtaining stakeholders buy-in and commitment.