Customer Data Analytic & Insight Manager

Job Purpose:

Lead efforts to understand the voice of the customer, distributor, and employee by analyzing and interpreting CDE data from the Contact Center. This includes monthly VOC (Voice of Customer) and quarterly VOD (Voice of Distributor) and VOE (Voice of Employee) reports to identify key trends, insights, and suggested improvement actions.

Accountabilities and Objectives:

CDE Data Analysis:

• Coordinate with the Contact Center to produce monthly VOC reports and quarterly VOD and VOE reports.

• Analyze feedback and survey responses to gain insights into satisfaction levels and areas for improvement.

• Translate feedback into actionable strategies.

• Facilitate monthly engagement sessions to debrief reports with relevant stakeholders, such as sales teams, highlighting performance and focus areas.

Short-term Close-the-Loops (Quick Fix):

• Facilitate daily stand-ups with the Contact Center to ensure timely intervention on in-progress close-the-loop actions.

• Provide weekly reports on Close-the-Loop cases to ensure timely action on customer feedback.

NPS Benchmark & Customer Persona:

• Lead NPS Benchmarking (twice a year) to assess HVN's position and identify continuous improvement opportunities in customer centricity.

• Stay updated on industry trends and best practices in customer success analytics.

• Conduct customer persona analysis to ensure accurate understanding of customer/consumer personalities for tailored engagement.

• Coordinate with stakeholders to ensure customer personas are realistic and well-defined.

Business Context:

Key Contacts:

Internal: Contact Center team, related sales teams, cross-functional teams (SC, Finance, HR, etc.).

External: Market research teams and agencies, if required.

Challenges:

Managing and interpreting large volumes of data.

Ensuring timely and actionable insights from feedback.

At least 3 years of experience in Data Analytics or similar fields.

University degree with coursework in quantitative/statistics fields such as Business, Economics, Marketing, or relevant areas.

Key Skills/Experience Required:

• Excellent analytical skills and problem-solving aptitude.

• Ability to collect, organize, and analyze significant amounts of data with high attention to detail.

• Ability to visualize findings, create meaningful insights, and provide actionable recommendations.

• Strong spoken and written communication skills in both English and Vietnamese.

• Experience writing complex queries in SQL or other SQL-based languages.

• Proactive collaboration with key business partners to monitor risks and opportunities.

• Ability to foster strong relationships with business units and establish a culture of support and shared accountability.

• Sense of ownership, growth mindset, and ability to recommend scalable solutions.

• Self-learner with the ability to quickly adopt new knowledge and technical skills.

• Effective collaboration within a team and the ability to work independently.

Desirable:

• Experience with BI/analytics/statistics tools and languages.