Senior Manager, Customer Experience Strategy and Insights RID-00258

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Setel Full time

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists' journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

As a Senior Manager of Customer Experience Strategy and Insights, you will be responsible for enhancing customer experience through strategic initiatives and insights derived from customer data and research. You will lead a team focused on understanding customer needs, identifying pain points, and executing initiatives to improve overall satisfaction and retention. Additionally, you will manage user research studies to inform product strategies and drive user-centered decision-making across the organization.

In This Role You Will:

Customer Experience

  1. Lead and facilitate customer journey mapping and assessment to identify opportunities and pain points for improvement.
  2. Establish CX metrics and listening points to integrate the voice of the customer into decision-making processes for actionable insights.
  3. Set up Voice of Customer (VOC) survey research, including survey design, execution, data analysis, and report creation.
  4. Develop a CX dashboard that links customer feedback to operational data and performance metrics.
  5. Define data requirements to support CX initiatives and monitoring, leveraging data analysis to build metrics and business cases.
  6. Continuously monitor customer health, proactively identifying and addressing issues to ensure satisfaction and retention.
  7. Collaborate effectively with stakeholders in Product, Engineering, Finance, Marketing, and Operations to drive CX initiatives forward.

CX Roadmap Management

  1. Drive the CX roadmap, identifying opportunities and coordinating the execution of initiatives to achieve measurable CX and business outcomes.
  2. Create business cases based on data and customer insights to demonstrate ROI and quantify the value of CX efforts.
  3. Project manage CX initiatives aimed at transforming and improving customer experience.

User Research

  1. Own and manage user research studies conducted by the UX research team.
  2. Define the research roadmap for all business lines, aligning with the product team and company strategies.
  3. Evangelize research insights and create a shared understanding of user needs across teams.
  4. Shape research methodologies and best practices to ensure effective gathering of insights.

People Management

  1. Strategically lead and develop a team to enhance performance by setting clear KPIs and regularly measuring against them.
  2. Manage team structure, recruitment, performance management, team building, succession planning, mentoring, training, and performance reviews.
  3. Provide feedback through 1:1s, personal development plans, coaching, and development opportunities.

Others

  1. Assist with any related tasks, projects, and other assigned duties as and when deemed necessary.
  2. Ensure adherence to the compliance of company policies, industry regulations and legal requirements.

You're A Great Fit If You Have:

  1. Bachelor's degree in Business Administration, Marketing, Psychology, or related field;
  2. Proven experience in customer experience strategy, insights, and management, preferably in a leadership role for 5-8 years.
  3. Strong analytical skills with the ability to interpret data and derive actionable insights.
  4. Experience in leading user research studies and shaping research methodologies.
  5. Excellent project management skills with a track record of driving initiatives to successful completion.
  6. Demonstrated ability to lead and develop high-performing teams.
  7. Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
  8. Proficiency in relevant software and tools for survey research, data analysis, and project management.
  9. Experience working in a fast-paced and results-driven environment.
  10. Ability to handle sensitive information with confidentiality.
  11. Excellent communication and interpersonal skills.

What Makes Working With Us Awesome

  1. Our people and culture- You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
  2. Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
  3. Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

  1. Hybrid working arrangement; Flexible working hours
  2. Relax and unwind at the leisure area with video games, board games, books, and more.
  3. Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
  4. Coffee, tea, or snacks are available for consumption at the pantry. Because you'll be happier with a full tummy.
  5. A healthy body leads to a brilliant mind. Let's get moving with the inter-company sports team.
  6. There will be workshops, talent shows, sport activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd ("Setel", "we", "our" "us") is committed to protecting and respecting your privacy. This Setel privacy statement ("Privacy Statement") explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this carefully to understand our views and practices regarding your personal data.

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