Role Purpose (Why do we need this role)
The Total Insights Specialist consolidates, analyses, and interprets customer, employee, and operational data to generate actionable insights that support organisational improvement and innovation. Reporting to the Total Insights Manager, this role supports the enterprise feedback agenda, safeguards data integrity, and helps maximize the value of feedback platforms across the business. The specialist engages confidently with stakeholders at all levels, including senior leaders and external customers, to communicate insights, influence decisions, and enable a more data-driven, customer-centric culture.
Role Accountabilities (What is this role responsible for delivering)
Insights & Analytics Delivery
- Lead the collection, analysis, and interpretation of data from customer, employee, and operational sources (e.g., NPS, CSAT, CES, eNPS) to identify key trends opportunities and risks.
- Partner with business leaders to define and track key performance indicators (KPIs) that measure the effectiveness of experience initiatives.
- Prepare regular reports, dashboards and executive briefings that provide actionable insights to stakeholders.
- Support the Total Insights Manager in maintaining a Master Metric Catalogue and Data Dictionary (definitions, lineage, versioning and calculation logic).
Platform Stewardship & User Enablement
- Oversee the configuration, governance, and administration of enterprise feedback and CRM platforms (e.g., Qualtrics, Zendesk).
- Ensure data flow, integrity, and consistency across platforms, collaborating closely with BI, data, and technology teams.
- Leverage innovations in AI to automate reporting and data analysis, driving efficiency and scalability.
- Design and deliver user training programs and resources to build platform capability and confidence across the organization.
- Act as a subject matter expert and first point of contact for platform users, providing guidance and troubleshooting support.
Customer Engagement & Voice of Customer (VoC)
- Plan and facilitate engagement sessions with customers to capture the Voice of Customer, ensuring their feedback directly informs business priorities and service improvements.
- Collaborate with commercial and operational teams to close the loop with customers, demonstrating how their feedback leads to tangible action.
- Analyze VoC data to identify trends, pain points, and opportunities for innovation.
Performance Optimization & Change Advocacy
- Develop and implement performance tracking mechanisms, tools, and frameworks to drive continuous improvement.
- Provide guidance & recommendations to team leads and managers in leveraging data and analytics to drive customer experience outcomes.
- Champion the adoption of insight-driven practices and foster a culture of data-driven decision-making across all levels of the organization.
Insights-to-Action Support
- Translate insights into actionable registers with named owners, due dates, and expected benefits.
- Track progress, escalate blockers, and support closed-loop feedback cycles to ensure accountability and impact.
- Facilitate cross-functional workshops to drive alignment and action on key insights.
Capability Building & Change Leadership
- Promote a culture of data-driven decision-making and support capability building in interpreting and acting on insights.
- Lead internal communities of practice or user groups to share best practices and success stories.
- Champion platform adoption and good practice across user levels.
Key Qualifications & Skills (What knowledge will ensure success in the role)
Qualifications
- Bachelor's degree in business, Analytics, Statistics, or a related field.
- Experience in Shipping/ Logistics/ Supply Chain Management desirable.
Technical Skills
- Advanced skills in MS Word, Excel and PowerPoint.
- Experience with enterprise survey platforms (e.g. Qualtrics), CRM systems (e.g. Zendesk, Zoho), and data visualization tools such as Power BI or Tableau.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Proven experience in data analysis, performance analytics, or a similar role.
Professional Skills
- Ability to present data-driven insights to both technical and non-technical stakeholders.
- Strong storytelling, facilitation, and influencing skills; confident presenting to senior stakeholders and driving follow-through without formal authority.
- Strong attention to detail and ability to prioritize and manage multiple projects simultaneously.
- Collaborative team player with strong communication and interpersonal skills.
- Positive, self-motivated, and proactive attitude.
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Swire Shipping is committed to ensuring equal equitable access and participation for persons who experience disability. SSL is committed to treating persons with disability in a way that allows them to maintain their dignity and independence. Reasonable adjustments can be made upon request based on understanding of those accommodations.
Across Swire Shipping, we seek to create a supportive and inclusive environment that embraces individuality and recognise the benefits that these differences make. We do this by ensuring that all individuals are treated with respect and understanding and actively promote Equal Employment Opportunity (EEO) and do not tolerate discrimination, harassment, bullying, retaliation, or intimidation of any kind. We are committed to driving the strategy, policies, and accountability to build and sustain a diverse global workforce, through equitable processes and systems where everyone can contribute their very best.
