Customer Insight & Reserach Anaylst

About You

• The Customer Insight & Research Analyst is responsible for gathering, analyzing, and interpreting customer data
• to provide actionable insights that drive business decisions and strategies. This role involves conducting market
• research, analyzing consumer behavior, and identifying trends to help the company better understand its
• customers and improve their overall experience. The ideal candidate will have strong analytical skills, experience
• with data analysis tools, and a passion for uncovering insights from data

Your Day-to-Day

Ecosystem Optimization:
● Analyse and evaluate our current customer experience ecosystem, identifying areas for improvement. (All verticals)
● Develop strategies to optimize the customer journey across multiple channels, including online platforms, social media, and physical touchpoints.
● Collaborate with cross-functional teams to implement ecosystem enhancements and streamline processes.

Project Management:
● Lead customer experience projects from inception to completion and to develop project plans, schedules, and budgets, and monitor progress against milestones.
● Track and analyse data in a timely manner to ensure that the outputs of projects/initiatives are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented.

Data Analysis and Insights:
● Gather and analyze customer data from various sources, including surveys, focus groups, social media, and transactional data.
● Use statistical and analytical tools to interpret data and generate insights.
● Translate data and research findings into actionable insights and recommendations for various departments.
● Utilize customer data and feedback to identify trends, opportunities, and pain points in the customer journey. Resolve problems through data analysis, provide efficient reporting and effective communication
● Apply your business acumen and analytical skills to diagnose external market dynamics and provide relevant insights. Provide well-founded recommendations to support key business decisions and drive outcomes.
● Develop customer and consumer insights that are actionable.

Market Research & Trend Analysis:

● Conduct primary and secondary market research to understand market trends, competitive landscape, and customer needs.
● Design and implement research methodologies, including surveys, interviews, and observational studies.
● Monitor and analyze industry trends, consumer behavior, and market dynamics.
● Identify emerging trends and provide strategic recommendations to capitalize on new opportunities.
● Continuously improve research processes and techniques to enhance the quality and impact of insights.

Your Know-How
● Bachelor’s degree in Marketing, Business, Statistics, Economics, or a related field.
● At least 2 years of experience in market research, data analysis, or a related role.
● Strong analytical skills with the ability to interpret data and derive actionable insights.
● Strong attention to detail and ability to manage multiple projects simultaneously.
● Excellent communication and presentation skills.
● Experience with survey design and implementation.
● Knowledge of consumer behavior theories and market research best practices.
● Able to work under pressure & able to work with minimum supervision.
● Ability to handle sensitive information with confidentiality.