About You

The Customer Insight & Research Analyst is responsible for gathering, analyzing, and interpreting customer datato provide actionable insights that drive business decisions and strategies. This role involves conducting marketresearch, analyzing consumer behavior, and identifying trends to help the company better understand itscustomers and improve their overall experience. The ideal candidate will have strong analytical skills, experiencewith 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.