Strategy & Business Intelligence Specialist (CX Insights)

Role Summary

In this role at CelcomDigi, you will be responsible to gather, analyse and interpret data to gain deep understanding of consumer behaviour, market and industry trends and competitive landscape, both locally and globally, ultimately providing actionable insights for strategic and business decision making. You must establish a robust research plan, obtaining data from trusted and reliable sources, and analyse and visualize the data, to present and report the insights in a clear and compelling manner, aligned to the division and organisation’s visions and goals. You will be responsible to gather and analyse the data sets on consumer behaviour, preferences and psychographics, establish the customer segments for the organization, while understanding industry and market trends, with a detailed view of the competitors landscape, and any other relevant insights. These data will be used to guide the strategic decisions made to build the organisation’s mid and long term CX strategy roadmap, as well as to make key business decisions in terms of industry and competitive lens. You must gather, analyse and report these insights on a periodic basis, to ensure timely capture of evolving trends of consumers, industry and competitors, and presented in the manner most suited for different groups of audience, based on their respective needs. You will work closely with other departments within CX to align the insights, and to turn them into actionable initiatives in achieving continuous improvements. You must always be on the lookout for any new insights which may be relevant to the organization and ensure timely reporting of these insights as and when needed, to drive continuous CX strategic direction across the organization. 

Responsibilities

• You are responsible to develop and implement a robust research plan to gather, analyse and interpret data to gain deep understanding of consumer behaviour, preferences and needs, the market and industry best practices and trends, in view of competitors landscape, to assist in the setting of the strategic direction as well as for business decision making for Customer Experience Division (CXD). 
• You must be a firm believer, practitioner and advocate of data and insights in defining CX objectives, focusing on customers’ needs, industry and market trends and movements, as well as identifying core advantage(s) within the competitive landscape. 
• You are to identify multiple sources to obtain meaningful insights that are trusted and reliable, conduct in-depth analysis of these data, and present them in clear and compelling ways, suited for different groups of audience, to meet their respective needs. 
• You are to establish customer segments for the organisation, and to identify the behavioural and psychographic traits for each segment, to include the preferences and lifetime value (profitability) as these are crucial inputs for the mapping of the ideal CX journeys – by customer segment, by line of business, by channels etc. 
• Your research must expand beyond local to cover global best practices, and across other industries, to explore potential opportunities to be adopted and implemented in the organization to be a leader in the CX space. 
• You must be able to deal with complex and ambiguous data that requires critical thinking and problem-solving capability, and arrive at plausible, valid and reasonable deductions.
• You should be able to think creatively and have a strong understanding of the latest technology and tools used in the industry, and beyond. 
• You may also be required to conduct adhoc research works as and when required. 
• 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 and initiatives. 
• 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 designing, developing and implementing robust research programs and plans to drive Customer Experience in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of data and insights in strategies developed and actions taken. 
• Exceptional critical thinking skills and analytical ability to gather and collate data sets that will be insightful, and interpret data into relevant factors for decision making. 
• You have demonstrated strong appreciation and in-depth understanding of data, with the ability to use these insights turning them into actionable initiatives that generated outcomes as intended. 
• Familiar with sources of industry and consumer data, technologies and tools relevant for this purpose. 
• 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.