An established Financial Services Client of ours are going through transformation and looking for a Customer Experience Research Specialist to join the team.
|Role Purpose /Background/Nature of Work – Delivery, Operational Leadership or Strategy |
This role is responsible for research operations, research community management and customer culture initiatives. In this role, you will optimise research craft, process, people and resources to amplify the value and impact of research and insights, at scale. In particular you will: Maintain and engage our insight community made up of customers Engage business stakeholder, and support planning and insight requestsManage key insight platforms and repositories Utilise knowledge tools for insight generation (social listening, other subscriptions)Generate insight narratives and voice of customer / customer culture initiatives
Resource Complexity – People, Process, Financial & System Leadership
Generate playbooks and tools for colleagues to use, that make market research process easy and robustDevelop optimal profile of consumer and FA participants in insights community, in consultation with stakeholdersPropose insights platforms and tools, work with providers to secure setup and troubleshoot issues (e.g. Dovetail, Qualtrics)
Problem Solving – Routine, concrete, complex or conceptual
Standardize research methods and supporting documentation (e.g., scripts, templates, and consent forms) to save time and enable consistent application across teamsRecruit and manage research participants across studiesEnsure research ethics are understood and upheld by individual researchers across studiesEducate research-team partners and leadership about the value of user researchManage user-research insights and making data accessible throughout the team and the organizationSocialize success stories and ensuring that the overall impact of user research is known
Timeframe for decision making – The timeframe over which plans are created and delivered. Will become longer and more strategic with higher grades.
Key milestones for which role is accountable and timeframe of theseWhat is the typical amount of time needed to assess impact of decisionsParticipate in quarterly insights to action workshops and contribute to quarterly reviews
Change – Adapt and Respond or Initiate and Drive
Continuous improvement in research practice including methods, accessibility and impact, making it easy for internal stakeholders to quickly and easily instigate and complete research, and obtain insight inputs to Propose and take the lead in changes to platforms needed to optimise research practice
Internal Network – Local and/or Global
Collaboration with internal partners including Digital, Product and Marketing, Group and Distribution Assisting heads of department and colleagues with insight pulls and narratives as needed
External Network – Customer Liaison and/or Strategic Relationship
Interaction directly with customers (consumers and financial advisors) for the purpose of gathering informationInteraction with suppliers including panel providers, insights platform providers for the purpose of procurement, contracts, operations, technical aspects Risk Management and Governance [Please choose the applicable to Non- Manager or Manager Role]
|Education Qualifications |
You have a degree in Marketing, Psychology, Business Administration or related field.
You have 5 to 7 years prior experience within a similar role, particularly in research community management. Ideally from a Financial Service Industry You are experienced in managing a wide range of qualitative and quantitative research.Must have Knowledge of Qualtrics Software and able to use it to a competent levelYou are a people person and are able to empathise and build rapport with others easilyYou have strong interpersonal skills and can build relationships with and influence stakeholders.You are able to handle several multiplies responsibilities in a dynamic, evolving environment.You possess strong analytical skills with the ability to leverage on data to develop strategy/decisions.You are familiar with putting together data from multiple sources to tell a story, and visualise data.You are strategic thinker with good communication and presentation skills.
Interested applicants, kindly submit your resume to firstname.lastname@example.org
EA Reg no : R1110670
Company Reg No.: 201131609D, Licence No.: 11C4684