Job Description

About the team: The Customer Lifecycle Management (CLM) team at StarHub is dedicated to understanding, enhancing, and optimizing the customer journey. From acquisition to retention, the CLM team employs data-driven strategies to provide unparalleled customer experiences. Through a combination of data science, business intelligence, customer insights, NPS, and digital analytics, the CLM team ensures that StarHub's offerings are aligned with customer needs, leading to increased loyalty, satisfaction, and growth.

Role Description: The Head of NPS plays a crucial role in driving customer-centric strategies across StarHub. This position is responsible for developing, implementing, and managing the StarHub’s NPS program to enhance customer loyalty and satisfaction. The Head of NPS will lead initiatives to gather, analyze, and act upon customer feedback, working closely with various departments to drive improvements in products, services, and overall customer experience. This role is pivotal in fostering a customer-first culture within StarHub and directly contributes to the company's goal of providing unparalleled customer experiences.

Key Accountabilities:

• NPS Strategy Development and Implementation : Develop, execute, and measure a comprehensive NPS strategy aligned with StarHub's business objectives across all customer touchpoints.
• Customer Insights and Analytics : Lead the analysis of NPS data to extract actionable insights, develop predictive models, and present executive-level reports on NPS trends and their business impact.
• Cross-functional Collaboration : Work closely with various departments to implement NPS-driven improvements, develop customer retention programs, and incorporate feedback into product enhancements.
• Customer Experience Enhancement : Identify key drivers of customer satisfaction, develop strategies to address pain points, and lead initiatives to close the feedback loop with customers.
• Team Leadership and Development : Build and manage a high-performing team of NPS specialists, providing mentorship and fostering a culture of customer-centricity across the organization.
• Continuous Improvement and Innovation : Stay abreast of industry best practices, implement innovative approaches to gathering and utilizing customer feedback, and continuously refine NPS methodologies.  

Qualifications

Education Level:

• Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field. 
• Master's degree in Customer Experience Management, Business Analytics, or similar field preferred

Required Experience and Knowledge:

• 5 - 7 years of customer experience management and have managed a small team
• Proven track record of implementing successful NPS programs 
• Deep understanding of customer experience metrics and methodologies 
• Strong background in data analysis and interpretation

Job-Specific Technical Skills:

• Proficiency in NPS methodologies and best practices 
• Strong analytical skills with experience in statistical analysis software (e.g., SPSS, R) 
• Familiarity with CRM systems and customer feedback platforms 
• Knowledge of data visualization tools (e.g., Tableau, Power BI)

Behavioural Skills:

• Exceptional leadership and team management abilities 
• Strong strategic thinking and problem-solving skills 
• Excellent communication and presentation skills 
• Ability to influence and drive change across multiple departments 
• Customer-centric mindset with a passion for improving customer experiences 
• Adaptability and resilience in a fast-paced, evolving industry