Vice President of Customer Insights

I. Position Overview
The Vice President of Customer Insights is responsible for formulating and leading the company's customer insights strategy. By analyzing customer behavior, market trends, customer feedback, and business data, the role provides the foundation for decision-making regarding product development, customer experience optimization, marketing, and business growth. This position requires coordination across marketing, sales, product, operations, and data analytics departments to help management gain a deep understanding of customer needs, identify potential business opportunities, and drive the implementation of customer-centric business strategies.
II. Key Responsibilities
1. Customer Insights Strategy Formulation: Develop the corporate strategy for customer insights and analytics; establish systematic mechanisms for customer research, data analysis, and the application of insights to support the company's long-term business development.
2. Customer Behavior Analysis: Conduct in-depth research into customer needs, preferences, transactional behavior, purchasing decisions, and usage habits; identify key factors influencing customer acquisition, conversion, retention, and loyalty.
3. Market Trend Research: Analyze industry dynamics, competitor strategies, market shifts, and trends in customer demand to provide valuable recommendations for market positioning and business expansion.
4. Customer Experience Optimization: Collaborate with customer experience, product, and operations teams to identify pain points in the customer journey and propose actionable improvements to enhance customer satisfaction and service quality.
5. Data-Driven Decision Making: Establish a framework of customer insight metrics and management reporting mechanisms; translate complex data into clear business recommendations to support the senior management team in making strategic decisions.
6. Cross-Functional Collaboration: Work closely with marketing, sales, product development, customer success, and finance departments to ensure customer insights are translated into tangible business outcomes.
7. Team Management and Talent Development: Lead teams dedicated to customer research, market insights, and data analysis; set work objectives, allocate resources, and elevate the team's analytical capabilities and strategic execution.
8. Business Growth Support: Identify potential customer segments, opportunities for segmentation, and avenues for revenue growth; assist the company in formulating strategies for customer acquisition, cross-selling, retention, and long-term value enhancement. 9. Insight Project Management: Oversee customer surveys, quantitative and qualitative research, and customer feedback initiatives, ensuring that findings are accurate, timely, and effectively support business needs.
10. Executive Strategic Reporting: Regularly report customer insights, market opportunities, trends in customer satisfaction, and strategic recommendations to the CEO and other senior executives.
III. Qualifications
- Bachelor’s degree in Business Management, Marketing, Statistics, Economics, Data Analytics, or a related field; a Master’s degree is preferred.
- Typically possesses over 20 years of experience in customer insights, market research, customer analytics, or related business areas, including senior management or team leadership experience.
- Demonstrates exceptional skills in data analysis, business judgment, strategic planning, and problem-solving.
- Proficient in customer segmentation, customer lifecycle analysis, market research, and customer experience assessment methodologies.
- Capable of utilizing business intelligence tools, data visualization platforms, and CRM systems to conduct analysis.
- Possesses excellent cross-functional communication, team management, and executive-level reporting capabilities.
- Able to translate customer data and research findings into measurable business outcomes.

Work arrangement
Yes