ABS-CBN Corporation
ABS-CBN Corporation

Customer Experience Insight Manager  

ABS-CBN Corporation

  • Quezon City, Philippines
    Ground Floor ELJ Building, ABS-CBN Compound, Mother Ignacia Avenue, 1100 Metro Manila, Quezon City, Metro Manila, Philippines, Quezon City, Metro Manila, Philippines
    Quezon City
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 5 years ago

2019-08-08T16:00:00+00:00
Job closed.

Job Description

Position Summary:

Provides the organization a clear view of the state of customer experience over time, fueling insight-driven user experience and solutions design that foster satisfaction, advocacy and loyalty.

Research Design

  • Designs/Develops a unified annual research program across different ABS-CBN subsidiaries and LOBs that will provide a gauge of the following against set objectives: overall progress of the CEXP strategic initiative over time; and impact of different CX projects and initiatives
  • Works with different LOBs to ensure research program execution is compliant on the overall with the prescribed sampling/methodology design, and project calendars

Questionnaire/Metrics Formulation and Benchmarking

  • Standardizes all CX survey questionnaire, metrics, scales and calendars across ABS CBN subsidiaries and LOBs to ensure comparability of results
  • Develops/Defines CX survey performance benchmarks based on historical, industry, and/or global norms

Project Management

  • Oversees the execution of CX-related researches for different ABS CBN subsidiaries and LOBs and other CEXP teams as needed

Analysis and Report Writing

  • Works with different LOBs to analyze and interpret CX survey results and generate insights that will fuel new CX initiatives on the basis of operational efficiencies, cost savings, revenue generation or CX uplift.
  • Synthesizes the results of all CX-related surveys across different ABS CBN subsidiaries and LOBs to provide further direction to the CEXP strategic initiative

Negotiation and Budget Management

  • Negotiates with external suppliers to generate cost efficiencies for the company
  • Manages the annual CEXP research budget

Management Reporting

  • Communicates the result of CX related studies to management by way of reports and presentations

Data Management

  • Provides a repository for all CX-related reports and survey data sets that provide secure, easy access to research end-users
  • Ensures all survey-related customer data extracted, used and stored are compliant with corporate information security and data privacy policies.

Others

  • Internal and external scanning of emerging trends, technologies and methodologies relating to voice of the customer measurement and other CX-related research approaches
  • Owns the closed-loop feedback process that allows for the escalation and resolution of customer issues and encountered in surveys
  • Take active participation when there are department/company events/programs/project

Analytic, Data Visualization and Insight Generation

  • Ability to distill research findings into clear and actionable insights that provide guidance to CEXP strategy and initiatives. Able to multitask and manage multiple concurrent projects; Able to adapt frequent changes in the workload. Able to work independently with minimal guidance.

Minimum Qualifications

  • Bachelor's degree graduate preferably in Statistics, Communication Research, Economics, Math, Sociology or Psychology
  • With at least 5 years' experience in designing and managing research projects, either from client or agency side
  • Experience in NPS program management, customer satisfaction or customer value analyses a plus
  • Must be highly analytical and insight-driven with a sound understanding of statistics and consumer research principles; should be organized and detail oriented; able to lead/influence/collaborate with others
  • Excellent communications writtend and oral skills
  • Highly proficient in MS Office applications
  • Experience working with big data, advanced analytics and statistics/data visualization tools a plus

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Management and Consultancy
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Ground Floor ELJ Building, ABS-CBN Compound, Mother Ignacia Avenue, 1100 Metro Manila, Quezon City, Metro Manila, Philippines
Industry
Entertainment / Film / News and Current Affairs / Public Service / Publishing / Digital, etc.
Vacancy
1 opening
Website
https://careers.abs-cbn.com/

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About ABS-CBN Corporation

ABS-CBN is considered one of the country’s leading media and entertainment companies, with service offerings across the different platforms of media, servicing a wide array of customer segments. As an organization, ABS-CBN affirms its mission of being in the service of the Filipino and all of its stakeholders worldwide. The company is driven to pioneer, innovate and adapt as it continues to provide information, news and entertainment that connects Filipinos with one another and with their community - wherever they may be. ABS-CBN is firmly committed to pursuing excellence. ABS-CBN’s line of businesses include: • Content Production and Distribution is comprised of content exhibition on free terrestrial television (TV), cable channels and on-line streaming platforms; global operations; films or movies; music; narrowcast; digital; print and on-line publications; and live events and concerts. • News and public affairs programs; News delivery platforms • The company delivers television programming outside of the Philippines to over 3 million viewers in North America, the Middle East, Europe, Japan, Australia, Canada, and other countries in Asia, through the internet and the Company’s global distribution platform, TFC, using DTH satellite service, cable television channels, IPTV, mobile applications and video streaming services. • Films • Music • Digital • Live events and concerts • Cable and broadband Teams working in ABS-CBN live out these core values, collectively called “The Kapamilya Way”: • Service Orientation • Meritocracy • Excellence • Teamwork and Partnerships • Teaching and Learning • Honesty, Integrity, and Respect

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