Customer Insight Analyst

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

We're on the lookout for hard-working individual who is ready to make an impact in medical equipment industry. If you're eager to be part of a dynamic environment that fosters growth and collaboration, look no further. Explore our latest job opening for Customer Insight Analyst role where you will be working with customer- and user-centric methodology that requires ongoing data collection and analysis, as well as the utilization of existing analytics dashboards. Join us on a journey where your outstanding work behaviors are valued and your growth opportunities are limitless. Let's craft the future together!

What will you be doing?

• Your primary responsibilities will i and tools are available, and helping them gain access and training materials.
• Conduct primary and secondary research to uncover user problems, needs and wants.
• Track customer and platform analytics and generate reports and presentations.
• Translate research findings into actionable business insights resulting in platform improvements and an enhanced customer experience.
• Utilise a wide array of UX and CX research methodologies.
• Develop and be responsible for the research framework for the GBS portal. Build research authority across the organisation.
• Build regular as well as ad-hoc reporting and present in front of the team and business partners.
• Collaborate with the Customer Experience (CX) & Journey Manager, Product Owner, UX & Service Design Owner, and the wider Service Management (SM) team, to review end user experience and to identify areas of improvement.
• Support customers in understanding the intelligence and insights relating to the portal by forging and maintaining close relationships with them.
• Contribute to the product roadmap by providing both research expertise and an user experience perspective.
• Apply established CX and UX methodologies while incorporating industry trends, widely accepted practices, and standards.

What will you need to be successful?

• Education: Bachelor's Degree in Business Studies, Marketing, Economics, Statistics, Human-Computer Interaction or equivalent experience or a relevant field.
• Experience: Experience in conducting primary research, from design and participant recruitment to evaluation and analysis. Experience in generating and sharing meaningful customer insights with key business partners.
• Ability to collaborate efficiently with customers and act as a strategic partner in product decisions. Deep knowledge of UX research methodologies and experience in applying it to a wide range of research questions.
• Strong analytical skills gained in a corporate setting. Familiarity with Service Now is desirable. Experience with remote testing tools.
• Competences: High level of numeracy and outstanding attention to detail.
• Ability to quickly make sense of complex data from different sources. Ability to formulate findings and extrapolate these to understand the bigger picture.
• Proactive thinking and an open and collaborative demeanor to work.
• A curious, analytical, and problem-solving mentality. Excellent personal, time-management and organisational skills.
• Comfortable learning new technologies and applying that knowledge to tackle business problems.
• Superb communication, collaboration, and relationship building and collaborator engagement skills.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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