Customer Insights Manager

The Customer Insights Manager leads the teams responsible for gathering, analysing, and interpreting customer data to provide actionable insights that drive business decisions and improve customer experience. The purpose of the subdepartment is to translate data into strategic recommendations for various teams, including product development, marketing, and sales. Its role is crucial in understanding customer needs, preferences, and behaviours, as well as driving Customer Value Management tactics ultimately contributing to Zain’s business growth and success.
The Customer Insights Manager will provide leadership, strategic direction, and will oversee the coaching and training required to bring the team to the expected level of expertise and contribution.

Roles of the position

Data Collection and Analysis:

Will oversee, validate and challenge the customer data gathering and analysis from various sources like surveys, feedback, sales data, and market research.

Customer Understanding:

Will make sure the team develops a deep understanding of customer needs, preferences, and behaviours through data analysis and qualitative research.

Insight Generation:

Will make sure the team identifies patterns, trends, and insights from data to understand customer pain points and opportunities for improvement.

Actionable Recommendations:

Will see to it that insights are translated into clear, concise, and actionable recommendations for various teams, including product development, marketing, and sales.

The same holds for Customer Value Management where any initiative is based on profound analysis and customer understanding and followed by comprehensive reporting combined with continuous improvement objectives.