Manager, Customer Insights & Performance

About the role

The Manager, Customer Insights & Performance will support the Head of the function in delivering the Service Monitoring and Customer Insights roadmap. This role ensures the execution of customer experience strategies across business groups and drives data‑driven improvements.

Key responsibilities

• Oversee day‑to‑day monitoring and reporting of service KPIs across all channels and products, identifying trends and performance gaps.
• Manage the execution of customer surveys (NPS, CSAT, benchmarking) and translate feedback into actionable insights.
• Prepare reports and dashboards, perform data analytics, and provide summaries to senior management for decision‑making.
• Collaborate with IT, operations, marketing and other stakeholders to implement projects and service standards.
• Lead redesign of key customer processes, develop service standards and KPIs, and drive adoption through training and coaching.
• Ensure continuous improvement of data gathering, analysis processes and dissemination of customer experience information.

Required profile

• Bachelor’s Degree
• 5–10 years of relevant experience