Lead - Customer Insights

About the Role

The Lead of Customer Insights is a highly analytical position responsible for managing and interpreting the Voice of the Customer (VoC) data. Reporting to the Manager of Customer Journey & Excellence, this role owns the VoC dashboard infrastructure and utilizes Microsoft Dynamics CRM data to detect trends, monitor key metrics, and deliver persuasive data narratives to executive leadership and cross-functional teams.

Key Responsibilities

• Ensure adherence to organizational policies, procedures, systems, and controls in line with the group's delegation of authority to maintain compliance and deliver quality, cost-effective, consistent services.
• Complete all reports promptly, aligning with business and organizational standards.
• Prepare periodic management and progress reports to update senior management on initiative progress and aid decision-making.
• Lead the planning and execution of customer data gathering, analysis, and interpretation by selecting relevant data sources, designing research methods, and implementing data collection.
• Conduct customer feedback activities such as surveys, interviews, and focus groups to understand customer needs and behaviors.
• Create customer personas and segmentation models based on characteristics and behaviors.
• Develop and oversee mechanisms for measuring customer satisfaction and loyalty, including NPS and satisfaction surveys.
• Monitor these metrics to pinpoint improvement opportunities and devise strategies to enhance customer experience.
• Identify ways to improve products, services, and customer touchpoints across channels.
• Present customer insights, trends, and recommendations effectively to stakeholders, including senior management.
• Manage and optimize the multi-layered Power BI VoC dashboard (built with Accenture), ensuring precise integration of sentiment data from all customer channels like Contact Center, Chat, Email, IVR, Mobile App, Website, and Complaints.
• Continuously analyze key performance indicators such as CSAT, CES, and escalated complaints, identifying root causes and correlations with operational metrics.
• Convert complex quantitative and qualitative data into actionable insights, creating heat maps, executive summaries, and value realization reports to guide strategic decisions.
• Support various business units with customized data insights to promote process enhancements and operational efficiency.
• Lead data extraction and reporting for the Department of Government Enablement’s annual Customer Delight and Mystery Shopper evaluations, ensuring accurate tracking and timely submissions.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Economics, or a related field.
• 7 to 10 years of experience specializing in data analytics, customer insights, or business intelligence, preferably within customer service or utility sectors.
• Certifications from Department of Government Enablement (DGE) related to Customer Experience, Effortless Program, and Customer Satisfaction.
• Advanced analytical capabilities to handle complex datasets and extract strategic insights.
• Strong business and financial understanding to build data-driven business cases and evaluate financial outcomes of CX projects.
• Exceptional skills in data storytelling and communication, capable of producing executive-level presentations and reports.
• Required Project Management Professional (PMP) or equivalent certification; additional certifications like Microsoft Power BI Data Analyst Associate and Certified Customer Experience Professional (CCXP), or advanced degrees in Data Analytics or Statistics are highly favorable.