Strategy & Business Intelligence Specialist (CX Insights)

Strategy & Business Intelligence Specialist (CX Insights)

Date: 16 Apr 2025

Employment Type: Contract

Role Summary

In this role at CelcomDigi, you will be responsible for gathering, analysing and interpreting data to gain a deep understanding of consumer behaviour, market and industry trends, and the competitive landscape, both locally and globally. Ultimately, you will provide actionable insights for strategic and business decision making. You must establish a robust research plan, obtain data from trusted and reliable sources, and analyse and visualize the data to present and report the insights in a clear and compelling manner, aligned with the division and organization’s visions and goals. You will gather and analyse data sets on consumer behaviour, preferences, and psychographics, establish customer segments for the organization, and understand industry and market trends, with a detailed view of the competitors landscape, and any other relevant insights. These data will guide strategic decisions to build the organization’s mid and long-term CX strategy roadmap, as well as key business decisions in terms of industry and competitive lens. You must gather, analyse and report these insights periodically to ensure timely capture of evolving trends of consumers, industry, and competitors, presenting them in the manner most suited for different audiences. You will work closely with other departments within CX to align the insights and turn them into actionable initiatives for continuous improvements. Always be on the lookout for new insights that may be relevant to the organization and ensure timely reporting of these insights as needed to drive continuous CX strategic direction across the organization.

Responsibilities

• Develop and implement a robust research plan to gather, analyse and interpret data to gain a deep understanding of consumer behaviour, preferences and needs, market and industry best practices and trends, and the competitors landscape, to assist in setting the strategic direction for the Customer Experience Division (CXD).
• Be a firm believer, practitioner, and advocate of data and insights in defining CX objectives, focusing on customers’ needs, industry and market trends, and identifying core advantages within the competitive landscape.
• Identify multiple sources to obtain meaningful insights that are trusted and reliable, conduct in-depth analysis of these data, and present them in clear and compelling ways suited for different groups of audiences.
• Establish customer segments for the organization and identify the behavioural and psychographic traits for each segment, including preferences and lifetime value (profitability), crucial inputs for mapping ideal CX journeys.
• Expand research beyond local to cover global best practices and across other industries to explore potential opportunities to be adopted and implemented in the organization.
• Deal with complex and ambiguous data requiring critical thinking and problem-solving capability, arriving at plausible, valid, and reasonable deductions.
• Think creatively and have a strong understanding of the latest technology and tools used in the industry and beyond.
• Conduct adhoc research works as required.
• Monitor, track, analyse, and report any consumer, industry, market, and competitive shifts and regulatory movements both locally and globally to evaluate and assess potential influence and/or impact on CX strategies and initiatives.
• Be agile and quick to adapt/refine strategies as required to ensure the delivery of CX outcomes and goals.

Requirements

• Experience designing, developing, and implementing robust research programs and plans to drive Customer Experience in a large consumer business.
• Notable successes in CX, depicting prioritization of data and insights in strategies and actions taken.
• Exceptional critical thinking skills and analytical ability to gather and collate insightful data sets and interpret data into relevant factors for decision making.
• Strong appreciation and in-depth understanding of data, with the ability to turn insights into actionable initiatives generating intended outcomes.
• Familiarity with sources of industry and consumer data, technologies, and tools relevant for this purpose.
• Demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people at all levels within the organization.
• Ability to influence team members towards achieving common goals and objectives while obtaining stakeholders' buy-in and commitment.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews, and/or assessments.

At CelcomDigi, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.

Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand.

We look forward to advancing and inspiring Malaysia together with you #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer, committed to promoting employment practices that are transparent, objective, and fair.