Description
The Customer Insights Manager will primarily be responsible for developing insights on the way customers use and interact with Digicel’s digital products.
Company description: Digicel Group Limited
Job description:
The primary objective of the job:
The Customer Insights Manager will primarily be responsible for developing insights on the way customers use and interact with Digicel’s digital products throughout the entire customer lifecycle - from initial awareness and discovery, through to trying them out, active usage, and churn. The role combines customer experience understanding and design with research and analysis to generate the insights that changes the way products are designed for customers.
Main Duties and Responsibilities:
Insight generation
Educate and Advocate
The Customer Insights Manager will primarily be responsible for developing insights on the way customers use and interact with Digicel’s digital products.
Company description: Digicel Group Limited
Job description:
The primary objective of the job:
The Customer Insights Manager will primarily be responsible for developing insights on the way customers use and interact with Digicel’s digital products throughout the entire customer lifecycle - from initial awareness and discovery, through to trying them out, active usage, and churn. The role combines customer experience understanding and design with research and analysis to generate the insights that changes the way products are designed for customers.
Main Duties and Responsibilities:
Insight generation
- Develop a strategy and roadmap to mature our Customer Insights initiatives
- Develop models and dashboards using current and future analytics tool to help the wider team and SMT make sense of all our VOC customer feedback
- Build out the customer personas and identify what level of the customer journey funnel they are at.
- Work across the organization to help break down data silos and develop customer-journey based, multi-channel (surveys, chat, support case data, etc.) insights.
- Analyze internal data sources on customer usage and experience to identify themes and trends and actionable insights – this will include customer reviews, NPS, survey data, marketing insights
- Generate monthly customer perspectives that capture customer mindsets and experience
- Develop a trend framework that will become the guideposts for which trends are followed throughout the organization,
- Design customer experience research in support of campaigns and key questions from the senior management team
- Scan the landscape for trends and turn scanning into themes and stories that will drive business planning and future product roadmaps
- Support the Director Digital Strategy and Operations with the right customer insights
- Generate monthly customer insight reports that capture customer mindsets and future scenarios, guiding the state of the customer for executives.
- Ensure there is a regular calendar of customer insight reporting across all of Digicel’s digital services
- Build out the library of data sources needed by the Digital business unit – including working with technical/product teams on execution
Educate and Advocate
- Be the voice of the customer in product roadmap planning and execution
- Influence cross-functional stakeholders, across business units, to incorporate customer insights into their plans and execution
- Bachelor's Degree in Business, Marketing, Finance, Statistics, Economics or related field
- 7+ years of hands-on experience in market research
- Fluent in English, having a French or a Spanish speaking background is a plus
- Prior experience with customer journey mapping
- Ability to manage large datasets in different formats such as text/CSV, excel, or related
- Ability to design apply and coach others in multiple qualitative and quantitative research techniques – incl. focus groups, research experiments (A/B tests), surveys, observational research
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