Regional Customer Insights Lead

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles' SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

About This Role

We are seeking a visionary Regional Customer Insights Lead to architect and lead our enterprise-wide customer experience strategy, with a strong mandate to transform NPS into a business-critical performance metric and accelerate AI-enabled service innovation. This is a senior role that combines strategic foresight, cross-functional influence, and deep operational excellence to elevate how we listen to, learn from, and act on the voice of our customers.

This role reports directly to the Head of Customer Happiness, and is expected to shape the future of customer experience across all markets and touchpoints, embedding CX as a key competitive advantage and a north star for the organization.

What you will be doing:

NPS Strategy & Execution (Core Focus)

• Own and drive the global NPS strategy, transforming insights into strategic action across Product, Tech, Growth, Market Operations, and beyond.
• Lead the design and execution of end-to-end customer listening programs covering transactional, relational, and journey-based feedback.
• Synthesize customer feedback, behavioral trends, and market data into high-level insights and strategic priorities that drive product, policy, and operational change.
• Serve as the executive voice of the customer, delivering insights that shape roadmaps and drive meaningful customer impact.
• Develop market-specific and segment-specific NPS dashboards, synthesizing complex data into clear priorities and business narratives.
• Build and lead a cross-functional rhythm of business around customer experience accountability, ensuring action plans are tracked, measured, and delivering tangible outcomes.
• Champion a culture of continuous improvement through deep customer empathy and robust feedback loops.
• Regularly brief leadership and business units with clear CX performance updates, drivers and action plans.

System Improvements & AI Initiatives

• Co-lead the vision and implementation of next-generation servicing through AI, self-service, and automation with a focus on scalability, personalization, and cost efficiency.
• Partner with Tech and Product to design and launch intelligent solutions including generative AI for ticket summarization, agent assist, smart triage, and multilingual support.
• Monitor and optimize performance of AI systems, ensuring solutions deliver both business efficiency and exceptional customer experiences.
• Identify automation opportunities based on customer pain points and operational data, turning insights into high-impact improvements.
• Lead the transformation of support channels to drive higher deflection, faster resolution, and seamless digital-first experiences.
• Stay ahead of industry benchmarks, innovation trends, and emerging technologies to keep the organization at the forefront of CX leadership.

What we are looking for

• 8–12 years of experience in Customer Experience Insights and Analysis, NPS Strategy & Customer Operations with leadership exposure across geographies.
• Proven track record in building and scaling customer insights programs (NPS, CSAT, VoC) that directly influence product, service, and strategic outcomes.
• Understanding of AI, automation, and digital service technologies with hands-on experience delivering tech-enabled CX transformation.
• Strong analytical mindset with the ability to translate data into compelling business cases and executive-level storytelling.
• Exceptional cross-functional influence and stakeholder management skills.
• Experience leading cross-market or global CX initiatives in high-growth or digital-first environments.
• Passionate advocate for customers and a champion of operational excellence.
• Prior experience with Zendesk, Freshdesk, or enterprise CRM/CX tools (e.g., Salesforce, Halo) is a strong advantage.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Data Protection and Privacy Statement

By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles' Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.