About The Role As the Program Manager CX BI, you will be responsible for leading the execution of portfolio-wide CX BI strategy and tactics using data and analytics to maximize revenue and profit generation while minimizing costs and inefficiencies and achievement of budget targets and company vision.

Your Responsibilities Strategic

• Represent Customer Experience (CX) BI team in dealing with the stakeholders and ensure timely delivery of objectives as instructed by the Head of EDA for the assigned portfolio.
• Ensuring strategy implementation under the guidance of the Head of EDA, to facilitate informed decision making across the group.
• Collaborate with CX BI team and Product Development Design Leadership to coordinate improvement in Customer Experience, Revenue opportunities and threats, based on data analytics and insights.
• Collaborate with EDA leadership to cascade data, tools and techniques across the business in the assigned portfolio, to build a culture of efficiency and accountability

Operational

• Provide insights on Customer Experience by offering accurate and relatable information in a user-friendly and actionable way.
• Execute process improvement projects Implement new business solutions, products, and analytics tools to enhance customer satisfaction, identify revenue opportunities and reduce costs. Emphasize data-driven approaches to identify improvement areas and measure the impact of implemented solutions.
• Assist in developing best practices for analytics and metrics through benchmarking effective processes to help select the right people and tools. Ensure alignment with industry standards and best practices.
• Provide a holistic view and insights across different areas of Customer Experience, including comprehensive analysis to support customer experience optimization and capitalize on business opportunities. Use advanced analytics to identify opportunities impacting customer experience.
• Support the long-term vision of having a single source of truth for all cross-departmental customer data by constantly testing and improving the availability of timely and reliable data. Implement robust data governance practices to maintain data integrity and consistency.
• Manage customer experience projects across the group, relating to the delivery of enhanced customer satisfaction, by providing relevant data and insights as required. Use project management tools to track progress and outcomes.
• Provide regular updates on customer satisfaction and feedback to all key stakeholders, highlighting any trends, opportunities, or threats, to keep decision-makers informed and educated on different options for the assigned portfolio. Use visualizations and dashboards to make data insights easily understandable.
• Conduct frequent performance reviews with key stakeholders within the business of the assigned portfolio to support operational readiness and business agility. Focus on data-driven performance reviews and continuous improvement using relevant KPIs.
• Identify areas of customer dissatisfaction and develop, suggest, and support the implementation of solutions to eliminate these issues in the assigned portfolio. Use sentiment analysis and feedback loops to proactively address customer pain points.
• Provide information through analysis of past and future trends to senior management to support the achievement of the best return on investment when allocating resources. Ensure alignment with the overall business strategy.
• Ensure the availability and credibility of dashboards and business intelligence reports and tools to facilitate informed decision-making across the group. Regularly update and validate data to maintain credibility.
• Build relationships with key internal and external stakeholders to support the daily seamless interaction of the Customer Experience team with the business. Engage stakeholders through regular meetings and updates.
• Perform other department duties related to his / her position as directed by the Head of the Department

Qualifications About you

• Bachelor’s Degree or Equivalent with Minimum 8 years of job-related experience
• Experience in Data Analytics
• Command of English language
• Ability to delegate work, set clear direction and manage workflow.
• Strong mentoring and coaching skills.
• Ability to train and develop subordinates’ skills.
• Ability to foster teamwork among team members.
• Strong Presentation skills.
• Advanced skills in Microsoft Excel, Word, MS Access and Power Point, Tableau, Power BI.
• Ability to present complicated financial concepts to non-finance individuals. Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to foster teamwork among team members