As a Customer Experience & Insights Manager at SPH Media, you will analyse behavioural and feedback data, evaluate the full customer journey, identify opportunities and friction points across key touchpoints, and translate insights into actionable recommendations that shape marketing, product, content and technology decisions.
In addition, Customer Experience & Insights Manager will collaborate with different teams in the organisation to ensure a shared and consistent understanding of customer needs and behaviours, driving improvements and helping SPH Media deliver better experiences to its readers, subscribers and audiences.
Roles & Responsibilities
- Customer Journey Mapping Segment customers based on behaviours or demographics, map the customer journey to identify touchpoints, pain points, and opportunities for improvement.
- Data Analysis Collect and analyse customer data from various sources (surveys, feedback, social media, subscription/transaction data, website/app usage) and transform them into meaningful and actionable insights that can be integrated into strategic and tactical decisions or implementations.
- Reporting & Insight Communication Develop dashboards, reports, visualizations; deliver insight-driven presentations to key stakeholders across the organization; use storytelling to make data actionable
- Cross-Functional Collaboration - Work closely with cross-functional teams such as Marketing, Product, Editorial, Customer Service, Technology to ensure that insights inform strategy, product/content decisions, and customer-facing processes.
- Feedback Loop Management Set up processes to systematically collect customer feedback, to ensure issues/concerns are followed up on and addressed, and track improvements over time.
- Stay updated with relevant technologies/tools and best practices for customer insights and data analysis and apply them to enhance the efficiency and effectiveness of customer insights processes.
Who are we Looking for
Skills
- Strong analytical and quantitative skills with proficiency in data analysis tools and techniques.
- Strong communication and storytelling skills ability to translate complex data into clear, actionable insights for diverse stakeholders.
- Experience in customer / market research, analytics, segmentation, customer behaviour study.
- Proven ability to work collaboratively with cross-functional teams, influence decision-makers, and integrate insights into business strategy.
- Familiar with customer relationship management (CRM) systems, data visualisation tools, and analytics platforms.
- Exceptional people skills with experience in managing relationships with demonstrated ability to communicate with internal staff across ranks.
- Excellent command of written and spoken English.
Competencies & Personality Traits
- Customer-first mindset
- Pragmatic, can-do spirit and comfortable getting out of comfort zone
- Self-motivated, inquisitive and strong ability to thrive in an unstructured environment with incomplete data and a steep learning curve.
- Comfortable navigating ambiguity and change, especially in fast-pace, digitally evolving environment
- Ability to adapt to changing business needs and evolving market conditions.
- Adaptability, detail-orientation, problem-solving mindset, open to feedback and a growth-oriented, continuous-improvement attitude.
- Highly organised, shown to meet tight deadlines along with consistently excellent accuracy and attention to details.
- Able to work independently and take full ownership of tasks and milestones, focusing on delivering timely results.
- Strong interest in media content consumption, audience behaviour, digital publishing or media industry dynamics.
Qualifications & Working Experience
- Bachelor's degree in business, Marketing, Statistics/Data Science or related with minimum 8 years of relevant work experience.
- Prior work experiences in large organization with proven track record in areas such as subscriptions, customer service is highly advantageous
