Manager, Customer Insights
Customer Experience | Government Services | Grade 2
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
LEADING
Critical Thinking and Data-Driven Decision Making
LEADING
Facilitates Collaboration and Influence
LEADING
Learning Agility
LEADING
Digital Savviness
LEADING
Results-Driven Outcomes
LEADING
Public Service Excellence
LEADING
Leading Change
LEADING
Technical Competencies
Proficiency Levels
Social Research and Insights
Expert
Nudge Theory Application
Expert
Behavioral Economics
Advanced
Performance Monitoring and Reporting
Advanced
Potential Movements
Customer Experience
Government Services
1
2
9 Lateral Movements
Key Accountabilities
- Assess current government services and develop the new services in collaboration with a range of experts to analyze the information from multiple perspectives to identify conclusions for decision making to meet the user needs and requirements.
- Oversees the development of the segmented customer studies to understand the behavioral trends and insights and provide actionable recommendations to impact outcomes.
- Lead development of efficient data visualization tools and dashboards to drive the adoption of the customer analytics and data driven decision making.
- Develop a plan and roadmap to design the product and services and integrate end users needs and expectations at each stage to enhance the user experience of the product/ service.
- Collaborate with stakeholders, SMEs and vendors to develop behavioral nudges to motivate desired behaviors .
Preferred Experience And Exposure
- Experience working with senior stakeholders and vendor to define and drive customer strategies
- Comfort with technology evaluation and implementation
- Skill in managing high performing team of associates and manager.
- Experience in developing data visualization tools and dashboards.
- Strong understanding of nudge theory application is an advantage.