Customer Experience & Insights Manager

As a Customer Experience & Insights Manager at SPH Media, you will analyse behavioural and feedback data, evaluate the full customer journey, identify opportunities and friction points across key touchpoints, and translate insights into actionable recommendations that shape marketing, product, content and technology decisions.

In addition, Customer Experience & Insights Manager will collaborate with different teams in the organisation to ensure a shared and consistent understanding of customer needs and behaviours, driving improvements and helping SPH Media deliver better experiences to its readers, subscribers and audiences.

• Customer Journey Mapping – Segment customers based on behaviours or demographics, map the customer journey to identify touchpoints, pain points, and opportunities for improvement.
• Data Analysis – Collect and analyse customer data from various sources (surveys, feedback, social media, subscription/transaction data, web...