ÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂRoles and responsibilities:
CX Intelligence Framework & Strategy
Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources
Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics
Design dashboards and reporting structures that deliver actionable intelligence to decision-makers
Establish processes for continuous monitoring of service excellence trends and emerging patterns
Develop predictive models to anticipate customer experience shifts and service delivery challenges
Create intelligence standards and quality protocols across the Group
Competitive & Market Intelligence
Lead competitive intelligence efforts to benchmark service excellence performance against market leaders
Monitor and analyze competitor customer experience strategies and service innovations
Identify emerging market trends and their implications for service delivery
Track industry best practices and service excellence innovation opportunities
Assess regulatory developments and their impact on service delivery across markets
Provide strategic recommendations based on competitive positioning analysis.
Insights Integration
Integrate insights from research, analytics, voice of customer, and operational data sources
Synthesize complex information into clear, actionable intelligence briefings
Develop comprehensive intelligence reports for service excellence teams and senior leadership
Create regular intelligence updates on service delivery performance and trends
Identify patterns and connections across different data sources and markets
Translate intelligence into strategic recommendations for service improvement.
Strategic Foresight & Trend Analysis
Conduct horizon scanning to identify emerging service excellence and customer experience trends
Develop scenario planning frameworks for future service delivery strategies
Monitor technological advancements and their potential impact on service expectations
Analyze demographic, social, and economic trends affecting customer behavior
Provide thought leadership on future service excellence developments
Support strategic planning with forward-looking intelligence.
Required skills and experience
Academic:
Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field
Master's degree in Business Administration, Strategic Management, or similar (advantageous).