Key Responsibilities - Act as local manager for coaching and support junior members in the team. Work with functional managers in the global team to support the associate’s development with local sponsorship. - Have technical leadership to develop and implement Data Analysis strategy within Digital Technology by defining architecture, process, timeline that will work across the IT areas in a phased approach - Use Design Thinking methodology to better understand demand and approach and develop and deploy CUSTOMER INSIGHT solution for IT OPS to drive better customer experience and operational efficiency. - Guarantee IT customer data will be captured from relevant sources (Service Now, Active Directory, CHRIS, NGCC, etc.) to have robust customer database - Have strong partnership and collaboration with Customer Advocates, IT Operations and Digital Technology areas to ensure the Customer Insight delivered works well for every aspect - As a result of Customer Insight and Data Analytics, come up with insights, proposals and drive the implementation to improve services and customer experience - Lead Customer Service Reviews with IT operations Leadership and IT Business Partners to improve IT services through Customer Insight - Provide communication and dashboard about Customer Insight and outcomes - Lead benchmark with industry and internally to guarantee the best in class Customer Insight generation process is implemented - Be responsible for Customer Insight education to Digital Technology, have appropriate on-boarding, off-boarding, compliance and product training - Once Customer Insight generation solution is implemented, own tool, process and manage the solution life cycle accordingly, continuous improvement process and have a contingency plan - Ensure Security compliance for Customer Insight solution and process delivered. - Manage vendor to deliver Customer Insight solution on time with quality deliverable in budget.