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Customer Experience Analytics Lead - Job Opportunity at StarHub

Singapore, Singapore
Full-time
Senior
Posted: April 19, 2025
On-site
SGD 180,000 - 250,000 annually based on Singapore telecom industry standards and leadership role requirements

Benefits

Career development in customer analytics leadership
Professional development and NPS expertise building
Cross-functional exposure across major business units
Leadership role with team management opportunities

Key Responsibilities

Develop and execute enterprise-wide NPS strategy impacting overall business performance
Lead customer insights analysis and predictive modeling to drive strategic decision-making
Direct cross-functional improvement initiatives based on customer feedback analysis
Build and mentor high-performing analytics teams
Design and implement customer experience enhancement programs
Drive organizational culture change towards customer-centricity

Requirements

Education

Bachelor's degree in Computer Science, Information Systems, Data Engineering, or related field. Master's degree preferred

Experience

5-7 years of customer experience management with team management experience

Required Skills

Proficiency in NPS methodologies Statistical analysis software (SPSS, R) CRM systems Data visualization (Tableau, Power BI) Leadership abilities Strategic thinking Communication skills Change management Customer-centric mindset Adaptability
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Industry Trends

Telecom industry's increasing focus on data-driven customer experience management signals a shift from traditional service metrics to predictive analytics and personalized engagement strategies Rising importance of real-time customer feedback analysis and closed-loop response systems in competitive Asian telecom markets Growing integration of AI and machine learning in NPS programs for predictive churn prevention and customer journey optimization

Role Significance

Likely leading a team of 5-8 specialists including analysts and NPS program managers
Senior leadership position with direct impact on company-wide customer experience strategy and business outcomes

Key Projects

Enterprise-wide NPS program implementation and optimization Customer journey mapping and enhancement initiatives Predictive analytics model development for customer behavior Cross-functional process improvement programs Customer feedback integration systems development

Success Factors

Strong balance of technical analytics expertise and strategic business acumen Ability to translate complex data insights into actionable business strategies Experience in driving organizational change through data-backed initiatives Track record of implementing successful customer experience programs

Market Demand

High demand with growing emphasis on customer experience analytics in APAC telecom sector. Role combines technical analytics with strategic leadership, making it a critical position in the current market

Important Skills

Critical Skills

Advanced analytics capabilities combined with strategic business acumen Change management expertise in implementing customer-centric initiatives Leadership skills in managing cross-functional programs

Beneficial Skills

Knowledge of emerging CX technologies and methodologies Understanding of telecom industry dynamics Experience with digital transformation initiatives

Unique Aspects

Combination of technical analytics leadership with strategic business impact
Focus on driving organizational culture change through data-driven insights
Opportunity to influence enterprise-wide customer experience strategy

Career Growth

2-4 years in role before progression to executive leadership positions

Potential Next Roles

Chief Customer Officer Head of Customer Experience Director of Customer Intelligence VP of Customer Strategy

Company Overview

StarHub

StarHub is a leading telecom provider in Singapore with a strong focus on digital transformation and customer experience enhancement

Major player in Singapore's telecom market with significant investment in customer experience initiatives
Strategic importance in APAC telecom sector with potential for regional influence in customer experience practices
Progressive environment emphasizing data-driven decision making and customer-centricity
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