青岛招聘

Job Purpose:

    

Customer Insight Analyst is responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms, and services. This role will build and iterate strategic and actionable enterprise reporting to integrate customer experience KPIs into traditional business metrics across Product, Marketing, Operations, and Digital groups to deliver a premium omnichannel customer experience

    

    

Key Responsibilities:

• To co-ordinate the process to capture customer surveys across the group by utilising different methods of communicating with our customers to drive continuous business improvement
• Produce insight into trend analysis and performance data based on outcomes of investigations to individual service areas on a regular basis
• Track and report on brand health metrics across a competitive set and by customer segment
• Assists in analyzing quantitative and qualitative data to identify insights, develop actionable recommendations, and socialize with cross-functional partners
• Design, lead and execute strategic customer insights projects that generate actionable insights to help us better serve our customers. This role will support large, cross-divisional projects by delivering insights to inform strategic business decisions

                        

• Influence cross-functional team members on making decisions with the use of data
• Leverage diverse data sources to develop and share multisource insights
• Present findings and visualize data to a wide range of stakeholders. Partner with internal teams to address complex business questions and provide insightful analysis through strong storytelling capabilities to both technical and non-technical stakeholders
• Maintain an understanding of defined Customer Experience principles and reflect this in business recommendations
• Keep abreast of new developments in consumer insights research and behavioral techniques

    

    

    

    

    

Experience, Education and Designations:

• Minimum three years of experience in customer research required
• Bachelor Degree a plus
• Demonstrated ability in qualitative and quantitative research approaches including surveys, brand health tracking, syndicated data, online panels, and focus groups required
• Excellent verbal, written and interpersonal communication skills
• Demonstrated ability to write and articulate objectives, strategies, tactics, and action-oriented insights to leadership teams required
• Experience in establishing effective processes and prioritizing across projects in a fast-paced, complex environment preferred

                            

• Understand and integrate Customer Experience (CX) in agile development processes; define, shape, and communicate CX optimization strategy
• Excellent time management, prioritization and organization skills
• Strong interpersonal skills to communicate effectively with people of various technical proficiency in an organization where Customer Experience is a new and expanding aspect of the business

    

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