Manager – Customer Voice_Customer Intelligence

Build and scale a customer-centric culture at MoMo by leading the Customer 2 Hours program, standardizing Product/UX Health, wiring insights into product decisions from ideation to post-launch, and nurturing a customer-first culture across squads and business units—while collaborating with CIO teams and cross-functional partners to optimize research practices and broaden cultural impact through CIO’s assets and platforms.What You Will Do1. Customer 2 Hours Program – Culture in Action Customer 2 Hours Program: As part of MoMo’s customer-centric culture, all managers dedicate at least 2 hours per month to engaging directly with customers — listening, observing, and reflecting on their experiences. The goal is to build stronger user empathy and translate customer insights into better products and services.Design framework & policy for Customer 2H to standardize how employees engage directly with customers;Build and operate the Customer 2H platform, including scheduling, logging, evidence capture, and KPI monitoring;Establish a feedback & improvement mechanism so each cycle of Customer 2H continuously evolves and improves;Continuously explore creative ways to increase participation, make the program engaging and enjoyable, and ensure stakeholders see Customer 2H as a valuable opportunity, not a burden;Own the communication strategy and execution, designing campaigns and content that drive awareness, participation, and recognition;Track and report KPIs (e.g., participation rate, quality of insights, linkage to product health) across each program phase;2. Customer Voice Manager – Standards, Enablement & Governance Standards & Guardrails Define and maintain the Product/UX Health Framework (Adoption, Retention, Task Success/UX Quality, Reliability, Trust/Safety);Establish Evidence Package requirements for product proposals (customer insights, data, experiment plan, risks/assumptions);Publish and evolve UX & Research Playbooks (methods, sampling, success metrics, guardrails);Rituals & Enablement Institutionalize a Customer Voice section in every product proposal;Run lightweight health reviews for strategic product launches;Ensure effectiveness of these standards and rituals by linking them to product health metrics and operational workflows;3. Cultural Enablement (Coordinator Role) Act as the coordination hub with CIO internal teams to support research optimization initiatives and improve efficiency in generating insights;Partner with Insight Academy and related programs to co-design and roll out training, best practices, and enablement activities that spread customer-centric thinking;Involve the right stakeholders across business, product, and design units, ensuring programs are aligned, visible, and impactful;Promote and amplify cultural initiatives as a representative of CIO, helping embed customer voice as a natural part of decision-making while enabling other teams to execute;Key Deliverables Customer 2 Hours: Successfully design and scale the program to ensure 100% employee participation, sustain it for at least 3 years, and significantly increase cultural alignment scores;Customer Voice Standards: Embed Product/UX Health and Evidence Package into product decisions, with measurable adoption across squads and visible impact on product health metrics;Research & Culture Enablement: Leverage CIO assets (playbooks, Insight Academy, cultural programs) to optimize research practices and broaden customer-centric culture organization-wide.What You Will NeedExperience in program/project management, product operations, UX research, or customer experience roles;Bachelor’s degree in Business, Marketing, Psychology/Sociology, Information Systems, Statistics, or a related field; Master’s or PhD preferred;Strong experience in program design, governance, and enablement with measurable impact;Ability to design frameworks, track KPIs, and connect activities to product/customer outcomes;Excellent communication, stakeholder management, and internal comms skills; able to make programs engaging and sustainable;Innovative and forward-thinking, with a track record of experimenting with new methods, tools, or approaches to solve problems;Curious and technology-savvy, with familiarity in applying AI-driven tools (e.g., for knowledge management, automation, or customer insight generation) to enhance efficiency and impact;A passion for building culture, scaling adoption, and ensuring that customer voice drives strategic and operational decisionsCompany Culture:Our company culture is built on Customer Centricity, Innovation, Teamwork, Excellence in Execution, Constant Learning. We value diversity and inclusivity and strive to create an environment where everyone are inspired to grow and succeed fast together.