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Group Customer Insights Manager
1-2 years
Bangalore / Bengaluru
1 vacancy
Group Customer Insights Manager
Straits International School
posted 25d ago
Job Role Insights
Key skills for the job
Job Description
The Group Customer Insights Manager will play a pivotal role in driving customer attraction, satisfaction, and business growth at ISP
By leveraging advanced data analysis techniques, this individual will design and execute a comprehensive customer insights strategy
This role will involve collecting and analysing customer data from various sources, identifying trends and preferences, and translating insights into actionable recommendations
The Manager will manage a team of Analysts and collaborate with a wide variety of stakeholders
This role is based in Bangalore and follows a hybrid work model
By leveraging advanced data analysis techniques, this individual will design and execute a comprehensive customer insights strategy
This role will involve collecting and analysing customer data from various sources, identifying trends and preferences, and translating insights into actionable recommendations
The Manager will manage a team of Analysts and collaborate with a wide variety of stakeholders
This role is based in Bangalore and follows a hybrid work model
Begin with our children and students
Our children and students are at the heart of what we do
Simply, their success is our success
Wellbeing and safety are both essential for learners and learning
Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately
Our children and students are at the heart of what we do
Simply, their success is our success
Wellbeing and safety are both essential for learners and learning
Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately
Treat everyone with care and respect
We look after one another, embrace similarities and differences and promote the well-being of self and others
We look after one another, embrace similarities and differences and promote the well-being of self and others
Operate effectively
We focus relentlessly on the things that are most important and will make the most difference
We apply school policies and procedures and embody the shared ideas of our community
We focus relentlessly on the things that are most important and will make the most difference
We apply school policies and procedures and embody the shared ideas of our community
Are financially responsible
We make financial choices carefully based on the needs of the children, students and our schools
We make financial choices carefully based on the needs of the children, students and our schools
Learn continuously
Getting better is what drives us
We positively engage with personal and professional development and school improvement
Getting better is what drives us
We positively engage with personal and professional development and school improvement
- Working with the Group Head of Customer Service, design and execute a comprehensive customer insights strategy, leveraging a deep understanding of quantitative and qualitative analysis
- Oversee the collection and analysis of customer data from various sources (digital marketing, surveys, social media, websites, customer support tickets, etc
)
- Leverage advanced data analysis tools (e
g
, SQL, data visualisation tools) to identify customer trends, preferences, and pain points
Conduct in-depth statistical analysis to uncover hidden patterns and correlations within the data
- Craft compelling narratives from complex data, translating insights into actionable recommendations for stakeholders
- Develop data-driven hypotheses and design A/B tests to validate findings and optimise customer experience
- Collaborate with key stakeholders, acting as a liaison between the insights team and others to ensure alignment and use of insights in ISP s day to day operations
- Utilise data visualisation tools (e
g
, Tableau, Power BI) to create clear, compelling visuals that tell the story of the data
- Develop and deliver insightful presentations to communicate findings to various teams, effectively translating technical information for diverse audiences
- Partner with internal teams to implement data-driven strategies that enhance customer experience and satisfaction
Track and measure the impact of customer- centric initiatives on key business metrics (e
g
enrolment rate, retention rate, NPS, CSAT etc)
- Recommend new tools and methodologies for data analysis to enhance the quality of ISP s insights
Skills, Qualifications and Experience
- Minimum 5 years relevant work experience
- Bachelors degree in business administration, marketing, statistics, data science, or a related field (Masters degree a plus)
- Strong analytical skills with proficiency in advanced data analysis tools (e
g
, SQL, Power BI) and statistical analysis techniques
- Experience in building and maintaining data pipelines to ensure data quality and accessibility
- Experience of using a varied suite of data sources e
g
CRM, Digital Marketing, - Finance, Survey Platforms etc
- Strong communication and presentation skills with the ability to tailor messaging for diverse audiences
- Proven ability to influence and collaborate effectively with cross-functional teams
- Strong problem-solving skills and a passion for data-driven decision making
- Experience of the international education sector is an advantage
ISP Leadership Competencies
You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do:
1
Collaboration
Takes an active part in leading their function; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues
Collaboration
Takes an active part in leading their function; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues
to solve problems and maximise opportunities
2
Learning & Getting Better
Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback, supporting
Learning & Getting Better
Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback, supporting
others in their continual learning, development and growth
3
Innovation Leadership
Is good at creating an environment where ideas for learning initiatives and services are generated and can motivate and inspire others
Innovation Leadership
Is good at creating an environment where ideas for learning initiatives and services are generated and can motivate and inspire others
through the process of creation through to completion
4
Outcome driven
Can be counted on to find solutions
Is consistently looking to exceed goals and is focused on KPIs
5 Outcome driven
Can be counted on to find solutions
Is consistently looking to exceed goals and is focused on KPIs
Resilience
Can deal with setbacks and challenges calmly and effectively
6
Community Focus
Is committed to meeting and exceeding the needs and expectations of our students and their families
Community Focus
Is committed to meeting and exceeding the needs and expectations of our students and their families
7
Integrity & Ethical Management
Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and
colleagues and teams so that they give their best Integrity & Ethical Management
Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and
9
Understanding People
Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation
students, parents and colleagues through timely and effective communication Understanding People
Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation
11
Agile
Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity
Agile
Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity
12
Strategic, Commercial & Financial Awareness
Has the ability to apply understanding of the business and industry to improve effectiveness and
profitability Strategic, Commercial & Financial Awareness
Has the ability to apply understanding of the business and industry to improve effectiveness and
13
Planning & Decision Making
Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired
Planning & Decision Making
Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired
Employment Type: Full Time, Permanent
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