Customer Experience Insight Analyst

Job Responsibilities:

  • Engage with thousands of customers and partners and learn customer behaviour and needs.
  • Develop an effective research / insight plan to support business objectives and strategies.
  • Represent the voice of the customer – discovering and promoting innovative uses of data and analytics, being the champion across all departments.
  • Manage the research plan, prioritizing the most important and effective areas to provide valuable insight to key projects.
  • Manage agencies on qualitative and quantitative research projects.
  • Work proactively with other department to ensure all operation and marketing projects are supported by research, insight and analytics.
  • Provide in-depth analysis on internal and external voice of customer.
  • Analyse and model structured data and implement algorithms to support analysis using advanced statistical and mathematical methods from statistics and data mining.
  • Assist in preparation of internal documents/presentations outlining key findings/results.
  • Transform data into actionable business intelligence through the use of query and reporting tools.
  • Build reports for performance monitoring.
  • Provide specialized business performance analysis including statistical assessment of total customer portfolio in order to make recommendations.

Required Skills & Qualifications:

  • Bachelor’s Degree in Business or related field.
  • 3-4 years’ experience in a research / insight role
  • Good knowledge of qualitative and quantitative research methodologies
  • Strong analytical skills
  • A statistical background is desirable
  • Experience using advanced MS Excel, Power BI  or similar applications
  • Excellent communication skills

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