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.