SENIOR INSIGHT MANAGER

Introduction
To strengthen our ability to improve customer experience, operational efficiency, and client value delivery, it is proposed that a Senior Insights Manager role be established within the Quality function.

The role will focus on transforming customer feedback, operational data, and interaction analytics into actionable insights that drive measurable improvements in customer experience (CSAT, NPS), operational performance, and service quality across programs.

Currently, insight generation and analysis are fragmented across teams, limiting our ability to proactively identify customer pain points, address root causes, and scale process improvement initiatives. The addition of a dedicated Senior Insights Manager will enhance our capability to deliver data-driven recommendations that improve customer outcomes, reduce operational inefficiencies, and strengthen client partnerships

Duties & Responsibilities
Customer Insights & Voice of Customer (VoC) Management

Support the execution of the enterprise Voice of Customer (VoC) program across key accounts and operational programs.
Analyse customer feedback data including CSAT, NPS, Customer Effort Score (CES), complaints, and survey responses.
Identify key drivers of customer satisfaction and dissatisfaction across customer journeys.
Produce regular insight reports highlighting trends, risks, and improvement opportunities.
Translate customer feedback into actionable recommendations for operational teams.
 

Customer Experience Analytics

 

Analyse operational and interaction data to identify patterns affecting customer experience.
Leverage available analytics tools such as speech analytics, text analytics, and reporting dashboards to uncover customer insights.
Work closely with analytics and reporting teams to develop dashboards and visualisations that support operational decision-making.
Track CX performance metrics and provide insights to support improvement initiatives

Operational Improvement Initiatives

Identify improvement opportunities through root cause analysis of customer feedback and operational data.
Support the design and execution of process improvement initiatives aimed at improving:CSAT
NPS
First Contact Resolution (FCR)
Quality scores
Customer effort
Apply Lean, Six Sigma, and problem-solving methodologies to address customer experience gaps.
Partner with operational leaders to ensure recommended improvements are implemented and sustained.

Stakeholder Engagement & Business Support

Partner with Operations Managers, Quality teams, and Business Leaders to translate insights into operational actions.
Present customer insight findings and improvement recommendations to internal stakeholders.
Support client-facing teams with insight reports and analysis where required.
Collaborate with digital and analytics teams to enhance insight capabilities.
Insight Governance & Reporting

Ensure consistent tracking and reporting of customer experience metrics across programs.
Maintain governance frameworks to ensure insights are translated into measurable action plans.
Monitor the impact of improvement initiatives and track performance improvements over time.
Ensure alignment with internal quality frameworks and client reporting requirements.

Continuous Improvement & Capability Development

Promote a culture of data-driven decision-making and customer-centric thinking across operational teams.
Support capability building in root cause analysis, problem-solving, and insight interpretation.
Contribute to cross-functional improvement initiatives led by the Customer Insights function.
Stay informed on emerging CX analytics tools and BPO industry best practices

Desired Experience & Qualification
Experience and Qualifications

Min 5 years’ experience in Customer Experience, Customer Insights, Quality, Operations, or Business Excellence roles within the BPO or services sector.
Proven experience working with customer experience metrics such as CSAT, NPS, FCR, and quality scores.
Experience analysing operational and customer feedback data to drive improvement initiatives.
Exposure to Voice of Customer programs, CX analytics, or speech analytics platforms advantageous.
Lean Six Sigma certification (Green Belt or Black Belt) preferred
Skills & Competencies

Analytical & Insight Generation

Strong ability to interpret large datasets and translate insights into operational actions

Experience analysing customer experience metrics and operational performance data

Proficiency in data visualisation and reporting tools

Operational & Process Improvement

Strong problem-solving and root cause analysis capabilities

Understanding of Lean, Six Sigma, or continuous improvement methodologies

Ability to link customer insights to operational improvements

Stakeholder Management

Ability to influence operational leaders through insight-driven recommendations

Strong communication and presentation skills

Collaborative and cross-functional working style

Leadership

Experience managing analysts or insight teams

Ability to prioritise multiple initiatives and manage competing demands