Customer Insights Manager

We are partnering with a Telecom company who is looking for a Customer Insights Manager to lead the Voice of Customer program and drive data-driven improvements in customer experience. This role will uncover customer needs, analyze feedback and research data, and translate insights into actionable recommendations for digital products and services.

Key Responsibilities

• Lead and manage Voice of Customer programs, including NPS, CSAT, and CES

• Analyze quantitative and qualitative customer feedback to identify key experience issues and opportunities

• Translate insights into actionable recommendations to improve digital products, services, and customer journeys

• Track and report on customer experience metrics and business impact

• Create executive dashboards, reports, and presentations to share insights with leadership

• Work closely with Product, Marketing, Operations, Data, and Technology teams to drive customer-focused improvements

• Lead initiatives to close the customer feedback loop and address key pain points

• Promote customer-centric decision making and best practices across the organization

Requirements

• Bachelor’s or Master’s degree in Business, Data Analytics, Psychology, Design, or related field

• 3–5 years of experience in customer insights, customer experience, or analytics roles

• Experience managing NPS or Voice of Customer programs

• Strong data analysis and insight generation skills

• Experience with data visualization and feedback tools (e.g., Tableau, Power BI, Qualtrics, Medallia)

• Strong communication and presentation skills, with the ability to influence stakeholders

• Customer-focused mindset with a passion for improving customer experience