Customer Insight & Experience Lead

Job Title: Manager Customer Insights & Experience

Function:

Role Overview

The Manager – Customer Insights & Experience will lead the identification of customer pain points, journey gaps, and experience improvement opportunities across all Antara service lines. This role will manage the VOC program, oversee insight generation, and drive cross-functional initiatives to enhance customer satisfaction and business performance. The role requires strong analytical thinking, stakeholder management, and the ability to translate insights into actionable business recommendations.

Key Responsibilities

1. Insights Leadership & Analysis

• Lead the analysis of complaints data, survey findings, NPS/VOC inputs, social media reviews, and call logs to identify recurring themes and root causes.
• Convert raw feedback into insight-driven narratives for leadership and functional teams.

2. Customer Journey Management

• Oversee end-to-end journey mapping for CARE@HOME, Care Homes, AGEasy products, and IL.
• Identify friction points, improvement areas, and opportunities to strengthen moments of delight.
• Prioritise journey enhancements based on business impact and customer value.

3. Strategic Experience Recommendations

• Build actionable insights and present data-backed recommendations to Product, Operations, Sales, Marketing, and Clinical teams.
• Influence cross-functional stakeholders to drive adoption of experience-improving initiatives.
• Track outcomes to ensure measurable improvements in NPS, satisfaction, and retention.

4. Dashboard & Reporting Ownership

• Design and maintain dashboards and scorecards covering complaints, feedback turnaround, journey metrics, and experience KPIs.
• Ensure governance and timely closure of customer issues through periodic reviews with functional owners.

5. Cross-functional Collaboration & Pilots

• Partner with operational leaders to validate insights through structured pilots and A/B tests.
• Monitor the impact of implemented changes and create continuous improvement loops.

6. VOC Program Ownership

• Own the strategic VOC framework, including survey design, customer listening mechanisms, journey interviews, and outreach via WhatsApp/SMS/email.
• Ensure consistent and high-quality data collection across all customer touchpoints.

Qualifications & Experience

• Graduate/postgraduate in Business, Analytics, Marketing, Psychology, or related fields.

• 6–10 years

  of experience in Customer Insights, Customer Experience, Service Excellence, Business Strategy, or related roles.
• Strong analytical and problem-solving capabilities with experience leading VOC/insights programs.
• Proven ability to collaborate with and influence cross-functional teams.

Key Skills

• Customer-centric decision-making
• Analytical thinking & root-cause analysis
• Strong communication and storytelling
• Dashboarding & VOC tools proficiency
• Cross-functional stakeholder management
• Strategic mindset with execution orientation
• Team leadership and governance skills