Manager – Customer Voice_Customer Intelligence
Khối Vận Hành
Hồ Chí Minh
25-CIO-0827
Build and scale a customer-centric culture at MoMo by leading the Customer 2 Hours program, standardizing Product/UX Health, wiring insights into product decisions from ideation to post-launch, and nurturing a customer-first culture across squads and business units—while collaborating with CIO teams and cross-functional partners to optimize research practices and broaden cultural impact through CIO’s assets and platforms.
Mô tả công việc
1. Customer 2 Hours Program – Culture in Action
Customer 2 Hours Program: As part of MoMo’s customer-centric culture, all managers dedicate at least 2 hours per month to engaging directly with customers — listening, observing, and reflecting on their experiences. The goal is to build stronger user empathy and translate customer insights into better products and services.
- Design framework & policy for Customer 2H to standardize how employees engage directly with customers;
- Build and operate the Customer 2H platform, including scheduling, logging, evidence capture, and KPI monitoring;
- Establish a feedback & improvement mechanism so each cycle of Customer 2H continuously evolves and improves;
- Continuously explore creative ways to increase participation, make the program engaging and enjoyable, and ensure stakeholders see Customer 2H as a valuable opportunity, not a burden;
- Own the communication strategy and execution, designing campaigns and content that drive awareness, participation, and recognition;
- Track and report KPIs (e.g., participation rate, quality of insights, linkage to product health) across each program phase;
- Standards & Guardrails
- Define and maintain the Product/UX Health Framework (Adoption, Retention, Task Success/UX Quality, Reliability, Trust/Safety);
- Establish Evidence Package requirements for product proposals (customer insights, data, experiment plan, risks/assumptions);
- Publish and evolve UX & Research Playbooks (methods, sampling, success metrics, guardrails);
- Rituals & Enablement
- Institutionalize a Customer Voice section in every product proposal;
- Run lightweight health reviews for strategic product launches;
- Ensure effectiveness of these standards and rituals by linking them to product health metrics and operational workflows;
- Act as the coordination hub with CIO internal teams to support research optimization initiatives and improve efficiency in generating insights;
- Partner with Insight Academy and related programs to co-design and roll out training, best practices, and enablement activities that spread customer-centric thinking;
- Involve the right stakeholders across business, product, and design units, ensuring programs are aligned, visible, and impactful;
- Promote and amplify cultural initiatives as a representative of CIO, helping embed customer voice as a natural part of decision-making while enabling other teams to execute;
- Customer 2 Hours: Successfully design and scale the program to ensure 100% employee participation, sustain it for at least 3 years, and significantly increase cultural alignment scores;
- Customer Voice Standards: Embed Product/UX Health and Evidence Package into product decisions, with measurable adoption across squads and visible impact on product health metrics;
- Research & Culture Enablement: Leverage CIO assets (playbooks, Insight Academy, cultural programs) to optimize research practices and broaden customer-centric culture organization-wide.
Yêu cầu công việc
- Experience in program/project management, product operations, UX research, or customer experience roles;
- Bachelor’s degree in Business, Marketing, Psychology/Sociology, Information Systems, Statistics, or a related field; Master’s or PhD preferred;
- Strong experience in program design, governance, and enablement with measurable impact;
- Ability to design frameworks, track KPIs, and connect activities to product/customer outcomes;
- Excellent communication, stakeholder management, and internal comms skills; able to make programs engaging and sustainable;
- Innovative and forward-thinking, with a track record of experimenting with new methods, tools, or approaches to solve problems;
- Curious and technology-savvy, with familiarity in applying AI-driven tools (e.g., for knowledge management, automation, or customer insight generation) to enhance efficiency and impact;
- A passion for building culture, scaling adoption, and ensuring that customer voice drives strategic and operational decisions
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