Customer Insights Executive

Key Responsibilities

• Manage customer escalations, engaging directly with customers to understand concerns, experience gaps, and underlying issues.
• Conduct in-depth customer calls to uncover root causes, unmet needs, and product-related pain points beyond surface-level feedback.
• Develop a strong understanding of footwear products, including fit, comfort, cushioning, materials, construction, and performance, to enable meaningful customer conversations.
• Identify recurring customer feedback and product issues across SKUs, styles, and use cases; translate conversations into actionable insights.
• Collaborate with Product, R&D, Quality, and Customer Experience teams to investigate issues and drive product or process improvements.
• Maintain structured customer feedback reports, highlighting key insights, emerging trends, and improvement opportunities.

Qualifications

• Graduate/Postgraduate with 26 years of experience in customer insights, consumer research, product experience, or a similar role.
• Strong communication, active listening, and probing skills; ability to engage customers and uncover deeper insights.
• Analytical mindset with the ability to connect customer feedback to product-level issues and actionable recommendations.
• Prior exposure to footwear, apparel, consumer durables, or other product-centric categories is preferred.

Role Clarification: This is not a conventional customer support role focused on FAQs or transactional query resolution. The primary objective is to understand the why behind customer feedback and translate it into meaningful product and consumer insights.