Lead, Customer Insights
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Key skills for this role
About the Role
TAQA Distribution is hiring a Lead of Customer Insights to manage Voice of the Customer data, dashboards, and analytics. The role requires 7-10 years in data analytics or customer insights, a Bachelor's degree, and expertise in Power BI and data storytelling.
Key Skills for This Role
Responsibilities
- Manage and interpret Voice of the Customer (VoC) data
- Own the VoC dashboard infrastructure using Microsoft Dynamics CRM
- Uncover trends, track core metrics, and present data driven narratives to executive leadership
- Ensure compliance with organization’s policy, systems, processes, and procedures
- Prepare periodical management reports and progress reports
- Lead development of plan to gather, analyze, and interpret customer data and insights
- Develop customer personas and segmentation models
- Establish mechanisms to measure customer satisfaction and loyalty (NPS, CSAT)
- Identify opportunities to enhance customer experience and optimize touchpoints
- Prepare and deliver presentations to stakeholders including senior management
- Oversee and optimize multi tiered Power BI VoC dashboard
- Monitor and analyze CSAT, CES, and DGE escalated complaints
Requirements
- Bachelor’s degree in business administration, Economics or equivalent
- 7–10 years of deep expertise in data analytics, customer insights, or business intelligence
- Possession of DGE issued certificates or formal training in Customer Experience, Effortless Program, and Customer Satisfaction
- Advanced analytical knowledge with ability to structure complex datasets
- Strong financial and project management understanding
- Expert at data storytelling and executive level presentations
- Project Management Professional (PMP) or equivalent formal project management qualification
- Microsoft Power BI Data Analyst Associate, CCXP, or advanced degrees in Data Analytics/Statistics highly recommended
Full Job Posting
Job Summary
- The Lead of Customer Insights is a highly analytical role dedicated to managing and interpreting the Voice of the Customer (VoC). Reporting to the Manager of Customer Journey & Excellence, this professional will own the VoC dashboard infrastructure, leveraging data from Microsoft Dynamics CRM to unc
Responsibilities
- Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy.
- Ensure that all reports are completed timely and comply with the business and organization’s policies and standards.
- Manage the preparation of periodical management reports and progress reports to keep the business senior management informed.
- Comply with organization’s requirements in a timely manner.
- Lead the development of a plan to gather, analyze, and interpret customer data and insights.
- Lead the effort to gather customer feedback, conduct surveys, interviews, and focus groups.
- Develop customer personas and segmentation models.
- Establish mechanisms to measure customer satisfaction and loyalty, such as NPS surveys or customer satisfaction surveys.
- Oversee the tracking and analysis of these metrics to identify areas of improvement.
- Identify opportunities to enhance the customer experience, improve products and services, and optimize customer touchpoints.
- Prepare and deliver presentations to stakeholders, including senior management, to communicate customer insights, trends, and recommendations.
- Oversee and optimize the multi tiered Power BI VoC dashboard.
Expected Qualifications & Skillset
- Bachelor’s degree in business administration, Economics or equivalent
- 7–10 years of deep expertise in data analytics, customer insights, or business intelligence, preferably within a customer service or utility framework.
- Possession of Department of Government Enablement (DGE) issued certificates or formal training in Customer Experience, the Effortless Program, and Customer Satisfaction.
- Advanced analytical knowledge with the ability to structure complex datasets and extract the right insights.
- Strong financial and project management understanding required to build data driven business cases.
- Expert at data storytelling, possessing a strong ability to distill complex data into clear, executive level PowerPoint decks.
- Project Management Professional (PMP) or equivalent formal project management qualification is required.
- Microsoft Power BI Data Analyst Associate, Certified Customer Experience Professional (CCXP), or advanced degrees in Data Analytics/Statistics are highly recommended.
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