Manager Customer Insights

Main responsibilities

The role involves closely working with key business units as well as numerous third-party providers, gathering insights and developing strategies to grow the business and support customer led decision making. This is a great opportunity to make a significant contribution to the growth of the biggest telecom brand in the country.

• Business go-to for customer understanding and insights translation
• Lead the customer understanding helping different business units to identify, articulate the key business questions and translate the insights into market activities
• Identify key insights on customer pain points by gathering & interpreting data using multiple internal and external data sources
• Keep the business informed with regular reporting and analysis of the brand metrics (Brand Preference, NPS, TRIM etc)
• Evaluate, procure and commission market research to assist the development of different business activities
• Lead, mentor and develop a team of customer insights & market research experts
• Joint problem solving together with business teams in order to set up activities aimed at improving the customer experience
• Deliver & present key customer experience indicators and root causes from customer feedback that are simple to understand/action orientated

Personal attributes

• Curiosity & passion for understanding customer behaviour and how this can improve business performance
• Ability to investigate, evaluate and analyse information to produce actionable insights
• Proven leadership capability with ability to develop, motivate and develop people
• Customer obsesed & commercially driven with strong analytical skills
• Structured and analytical– can ‘join the dots’
• Strong data visualisation and story-telling skills – with a flair for making complex data relevant for decision makers
• Strong interpersonal skills
• Team Player

Knowledge, skills and abilities

• Advance business acumen and savvy skills working across business lines at senior levels to influence and effect change to achieve common goals
• Ability to effectively drive business, culture and technology change in a dynamic and complex operating environment
• Information strategy skills including strategic technology planning
• Ability to develop a framework for information and analytics governance as well as the ability to sell it and embed it within all levels of the organization
• Proven data literacy including the ability to describe business use cases, data sources, management concepts and analytics approaches
• Strong interpersonal & communication skills

Education and experience

• University degree (Bachelor, MBA etc)
• Experience managing & leading teams
• Min. 6-8 years of experience working in customer insights & related roles
• Prior background in customer experience related roles /commercial functions will be a plus
• MS-Office very good
• Language proficiency

We provide

• budget for a mobile phone of your choice from T-Mobile’s offer
• corporate mobile plan with plenty of data, minutes for calls and sms messages
• 5 weeks of leave, 4 days of personal leave and 1 day for a charity work
• Cafeteria (10.000 points) you can spend on sport, health care etc.
• MultiSport card at discounted rate to support your fitness work-outs, wellness activities, yoga etc.
• corporate healthcare plan
• T-Mobile products and services at a great discount and phones and accessories in T-Mobile shops at a 10% discount on top
• Additional discounts at selected business partners
• Meal tariff