Senior Customer Insight Management Specialist

About Smart AxiataSmart Axiata is Cambodia’s leading mobile telecommunications provider, proudly connecting over 8 million customers across the country. As a member of the Axiata Group—one of Asia’s largest and most respected telecom groups, we’re more than just a tech company. We are a people-driven, purpose-led organization committed to shaping the digital future of Cambodia.At Smart, we believe our people are our greatest strength. We foster a culture of innovation, agility, and continuous learning, empowering individuals to grow, lead, and make meaningful impact. From launching cutting-edge technologies like 5G to driving digital inclusion and sustainability, working at Smart means being part of something bigger.Join us to thrive in a dynamic environment where your ideas matter, your growth is supported, and your work helps build a smarter, more connected Cambodia.Job PurposeThe Senior Customer Insight Management Specialist plays a critical role in driving customer-centric decision-making across the organization. This role is responsible for managing custom-er research programs such as NPS, NTS, and Mystery Shopping; synthesizing complex customer insight data into clear, actionable recommendations; facilitating cross-functional alignment on improvement plans; and ensuring implemented initiatives generate measurable impact. The specialist acts as the organization’s advocate for customer voice, ensuring insights are timely, accurate, meaningful, and effectively used to elevate customer experience and business performance.Roles & ResponsibilitiesInsight Program ManagementLead the end-to-end management of customer insight programs including NPS, NTS, Mystery Shopping, and other customer experience research.Develop and maintain the annual Customer Insight Management Calendar, ensuring all insight activities are well-planned, coordinated, and delivered on time.Ensure quality, accuracy, and compliance of data collection, analysis, and reporting processes.Data Analysis & Insight GenerationAnalyze quantitative and qualitative customer feedback to identify patterns, trends, and root causes of customer pain points.Translate complex data into clear, actionable insights for business leaders and stakeholders.Benchmark customer satisfaction against industry standards and competitors to identify improvement opportunities.Manage dashboards or reporting tools to visualize customer insights for various user groups.Cross-Functional Collaboration & Action PlanningEngage and collaborate with multiple stakeholders (CX, Marketing, Sales, Operations, Digital, Call Center, Retail, etc.) to develop targeted, insight-driven action plans.Facilitate workshops or deep-dive sessions with relevant teams to address key issues raised in customer insights.Support teams in prioritizing actions based on impact, effort, and strategic alignment.Post-Implementation Review (PIR) & Impact TrackingLead structured Post-Implementation Reviews to evaluate the effectiveness of completed improvement initiatives.Track KPIs, measure improvements, and validate the return on customer experience actions.Document best practices, learnings, and ensure continuous improvement loops are embedded across functions.Reporting & Management PresentationPrepare and deliver professional presentations on customer insights, trends, and improvement outcomes to management and executive committees.Provide recommendations to influence strategic decisions and enhance customer-centric culture.Ensure insight reports are communicated in a timely, clear, and actionable manner.Additional Relevant ResponsibilitiesManage and coordinate external research vendors to ensure high-quality delivery and value for money.Support in developing new customer research methodologies or improvement of existing ones.Lead or contribute to customer journey mapping, experience audits, or root-cause analysis initiatives.Provide guidance and coaching to junior team members on research analysis and customer insight best practices.Champion customer-centric thinking across the business through sharing insights, training, and internal communicationsJob RequirementsEducation & QualificationBachelor’s degree in Business, Marketing, Statistics, Economics, Data Analytics, or a re-lated field.Master’s degree is a plus.Working ExperienceMinimum 3–5 years of experience in Customer Insights, CX Management, Market Re-search, BI/Analytics, or related fields.Proven experience managing NPS, Mystery Shopping, or Customer Satisfaction re-search programs.Strong track record of working with cross-functional stakeholders and influencing decision-making.Specific SkillsStrong analytical and problem-solving skills with the ability to interpret complex data.Proficiency in data visualization tools (Power BI/Tableau) and Excel.Excellent presentation and communication skills, both written and verbal.Strong project management and coordination capabilities.Ability to work independently in a fast-paced environment and manage multiple priorities.Knowledge of telecom industry customer experience (preferred but not required).Join Our Team – Apply NowWhy Join Smart?At Smart, we don’t just connect people — we connect opportunities. Join a company that values innovation, collaboration, and growth. You’ll work with talented professionals in a dynamic environment where your ideas and leadership truly make an impact.If you’re ready to lead the future of enterprise connectivity in Cambodia, we’d love to hear from you.To apply, please complete the application form and upload your CV in DOC, DOCX, or PDF format (maximum file size: 3MB).Alternatively, you may submit your CV directly to [email protected].Please note that only shortlisted candidates will be contacted. We sincerely appreciate your time and effort in applying and look forward to reviewing your application.If you have any questions, feel free to reach out to us at [email protected]Be the next Smart HeroJob Application[email protected]No. 464A Monivong Blvd, Sangkat Tonle Bassac, Khan Chamkarmorn, Phnom Penh Cambodia.