Head of Department, Net Promoter Score

Job Responsibilities:

• Develop, execute, and measure a comprehensive NPS strategy aligned with StarHub's business objectives across all customer touchpoints.
• 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.
• Work closely with various departments to implement NPS-driven improvements, develop customer retention programs, and incorporate feedback into product enhancements.
• Identify key drivers of customer satisfaction, develop strategies to address pain points, and lead initiatives to close the feedback loop with customers.
• Build and manage a high-performing team of NPS specialists, providing mentorship and fostering a culture of customer-centricity across the organization.
• Stay abreast of industry best practices, implement innovative approaches to gathering and utilizing customer feedback, and continuously refine NPS methodologies.

Requirements:

• 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.
• 8+ years of experience in customer experience management, with at least 3 years in a leadership role.
• Proven track record of implementing successful NPS programs.
• Deep understanding of customer experience metrics and methodologies.
• Strong background in data analysis and interpretation.
• 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).