The role of the CX Intelligence Lead involves developing and executing a comprehensive Customer Experience (CX) intelligence framework and strategy across the Equity Group. This role focuses on integrating multiple data sources (customer, competitor, operational data) to generate actionable insights, drive service excellence, inform strategic decisions, and anticipate future customer experience shifts.
Roles and Responsibilities:
CX Intelligence Framework & Strategy
- Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources.
- Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics.
- Design dashboards and reporting structures that deliver actionable intelligence to decision-makers.
- Establish processes for continuous monitoring of service excellence trends and emerging patterns.
- Develop predictive models to anticipate customer experience shifts and service delivery challenges.
- Create intelligence standards and quality protocols across the Group.
Competitive & Market Intelligence
- Lead competitive intelligence efforts to benchmark service excellence performance against market leaders.
- Monitor and analyze competitor customer experience strategies and service innovations.
- Identify emerging market trends and their implications for service delivery.
- Track industry best practices and service excellence innovation opportunities.
- Assess regulatory developments and their impact on service delivery across markets.
- Provide strategic recommendations based on competitive positioning analysis.
Insights Integration
- Integrate insights from research, analytics, voice of customer, and operational data sources.
- Synthesize complex information into clear, actionable intelligence briefings.
- Develop comprehensive intelligence reports for service excellence teams and senior leadership.
- Create regular intelligence updates on service delivery performance and trends.
- Identify patterns and connections across different data sources and markets.
- Translate intelligence into strategic recommendations for service improvement.
Strategic Foresight & Trend Analysis
- Conduct horizon scanning to identify emerging service excellence and customer experience trends.
- Develop scenario planning frameworks for future service delivery strategies.
- Monitor technological advancements and their potential impact on service expectations.
- Analyze demographic, social, and economic trends affecting customer behavior.
- Provide thought leadership on future service excellence developments.
- Support strategic planning with forward-looking intelligence.
Required Skills and Experience
Academic Qualifications:
- Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field.
- Master's degree in Business Administration, Strategic Management, or similar (advantageous).
.png){kind=logo}
.png){kind=logo}