Experience Insight Professional

Job Purpose

To convert customer data into actionable insights that inform strategic and operational decisions, driving improvements in customer satisfaction and loyalty.

Rationale

The Experiences Department manages extensive and diverse customer experience programs that generate large volumes of data across multiple platforms — including Voice of Customer (VOC), TRI*M studies (CEX, FTTH, and Roaming), complaints analysis, and survey feedback systems. Despite this wealth of information, limited analytical bandwidth currently restricts the department's ability to conduct deep, cross-channel analysis and generate actionable insights at scale.

In every weekly Steerco meeting, experiences department showcases a comprehensive and in-depth analysis on various topic. This role will ensure data-driven decision-making and connect the dots between performance metrics and real customer perceptions — enabling leadership to respond to trends, gaps, and opportunities in near real time.

With the launch of the Survey Management Tool Project (encompassing over 65 surveys distributed across three major phases: questionnaire design, creation, testing, and go-live), the volume and complexity of customer experience data have increased significantly. In parallel, additional initiatives such as Mystery Shopper Programs, Customer Experience (CEX) Studies, Preference Programs, and the Experience Command Center are expanding the analytical scope even further.

A dedicated Experience Insight Professional is therefore essential to centralize, analyze, and interpret this data — transforming it into strategic insights that guide action plans, enhance customer satisfaction, and drive continuous improvement across all touchpoints.

Risk without this role:

• SteerCo insights may remain fragmented and reactive.
• Limited analytical capacity resulting in delayed or incomplete insights.
• Fragmented reporting and inconsistent KPIs across touchpoints.
• Reduced visibility across multiple initiatives and interlinked CX programs.
• Inefficient manual data handling and slower response to customer trends.
• Missed opportunities for proactive action, leading to lower satisfaction and indifferent experiences.

Key Responsibilities

• Analyze VOC, TRI*M, DSAT, and complaint data to identify key experience drivers.
• Conduct root-cause analysis for dissatisfaction and recurring complaints.
• Develop and maintain CX KPIs, tracking progress and performance trends.
• Prepare and present weekly insight summaries for SteerCo meetings.
• Collaborate with departments to recommend actions that address customer pain points.
• Support survey and research design to ensure effective measurement of customer sentiment.
• Integrate insights across data sources to provide a comprehensive view of customer experience.

Expected Outcomes

Area

Benefit

Insight Integration

Unifies VOC, TRI*M, complaints, and survey data into a single analytical view

Decision Support

Provides clear, data-backed insights for SteerCo and management decision-making.

Customer Journey Analytics

Identifies key friction points and improvement opportunities across journeys.

Experience Command Center Enablement

Delivers analytical backbone for real-time CX performance tracking.

Program Performance Monitoring

Provides deep-dive analysis for ongoing TRI*M studies and large-scale initiatives like the Survey Management Tool.

Predictive and Preventive Insights

Anticipates emerging customer issues through trend detection, sentiment analysis, and KPI deviations.

Actionable Feedback Loops

Bridges analytics with all channels (Call Center, Digital, Retail) to ensure insights lead to tangible service improvements.

Customer Value Creation

Converts data insights into measurable improvements in customer satisfaction, loyalty, and overall experience perception.

KPI Management

Tracks 35+ KPIs across all customer channels with consistent reporting standards.

Required Skills and Qualifications

• Bachelor's or Master's degree in Business Analytics, Marketing, Statistics, or a related field
• Minimum 4–6 years of experience in customer insights, data analytics, or research.
• Six Sigma Certification Preferably Black Belt.
• Strong analytical, data interpretation, and visualization skills.
• Proficiency in Power BI, Tableau, SPSS, or advanced Excel.
• Excellent communication and presentation skills.
• Experience in telecom or customer experience programs preferred.