Vice President, Customer Intelligence & Policy

KEY ACCOUNTABILITIES:

1. Customer Data Insights and Policy Formulation 
   - Conduct thorough analysis and interpretation of customer data to extract actionable insights. 
   - Develop, review, and refine customer frameworks and corporate customer policies based on data-driven insights and industry best practices. 
   - Collaborate with cross-functional teams to ensure alignment of policies with organisational objectives and regulatory requirements.
    
2. Standardisation of Customer Policy and Awareness Creation
   - Lead the organisation-wide implementation of Customer Policy, including developing implementation strategies, processes, and timelines. 
   - Conduct internal training sessions and awareness campaigns to educate employees on the Customer Policy, standards, and expectations for excellent customer service. 
   - Monitor and evaluate policy implementation effectiveness, making adjustments as necessary to ensure continuous improvement.
    
3. Strategic Planning and Stakeholder Collaboration 
   - Use customer intelligence insights to contribute to strategic planning processes, aligning customer retention strategies with broader organisational goals and priorities. 
   - Engage with internal stakeholders, including senior management, departments, and teams, to gather input and ensure buy-in for customer-centric initiatives. 
   - Build and maintain relationships with external stakeholders, including customers, industry partners, and regulatory bodies, to stay informed of industry trends and best practices, and collaborate on policy development and implementation.
    
4. Policy and Content Development
   - Lead the development, revision, and alignment of customer-centric policies with the PSMB Act 2001 and organisational objectives, whilst adhering to regulatory standards and industry best practices. 
   - Create engaging and informative content, including manuals, guidelines, and training materials, to support the implementation of customer-oriented service standards.
    
5. Customer Intelligence Management 
   - Design and implement systems and processes for the continuous collection, analysis, and interpretation of customer data.
   - Utilise advanced analytics tools and techniques to understand customer behaviour, preferences, and trends, providing actionable insights to key stakeholders. Develop and maintain customer segmentation models to personalise customer experiences and drive targeted marketing and service strategies.

QUALIFICATIONS:
- A bachelor's degree in Business Administration, Marketing, Data Science, or a related field. A Master’s degree is preferred.
- Certificate in Business Analysis Professional (CBAP) is highly advantages.

- Relevant Experience (skills & knowledge)

-  At least 8-10 years of relevant experience in customer intelligence, policy development, or a related field, with a proven track record of enhancing customer satisfaction and loyalty. Experience in a regulatory or governmental agency will be highly regarded. 

- Proficient in tools like SQL, Excel, business intelligence software (e.g., Tableau, Power BI). • Extensive experience in customer data analysis, market research, or related fields. 

- Strong analytical and strategic thinking skills, excellent leadership and team management capabilities, proficient in data analysis tools and CRM software, and outstanding communication and stakeholder engagement abilities. 

- In-depth knowledge of the PSMB Act 2001 and its application, understanding of the Malaysian training and development sector, and familiarity with customer relationship management principles.