Specialist Customer Research & Insights - Absa Bank

Job Summary

To provide advice and support in the development and implementation of customer insights planning and associated service delivery processes, methods and techniques; enabling customer insights, customer experience measurement, competitor intelligence and general customer research

Job Description

• Research: Responsible for providing research reports, recommendations and other insights based on strategic & tactical customer experience measurement and research.
• Compile and/or design and review research customer research questionnaires for the purpose of customer experience measurement
• Stakeholder Management: Establish and manage relationships with both internal and external sources of information/industry role players
• Obtain internal customer data and information - with an emphasis on the profiling of customers across various dimensions (e.g. demographics) / related segment characteristics, dynamics and behaviour.
• Analysis and Insights: Implement tools to dynamically measure client insights and quality of relationship – this includes using the existing customer experience measurement framework, reviewing the framework & suggesting enhancements to this framework in order to stay abreast of best practices in CEM
• Analyse and interpret the internal landscape in terms of Absa customers - inclusive of product usage, channel usage, frequency of interactions, geography, customer experience and performance – in order to provide various integrated views and insights of customer to inform strategies, interventions and planning.
• Develop an in-depth understanding of customer (within the context of the Absa segmentation) needs and wants through external and internal research.

• Ability to facilitate & compile research projects with customer research suppliers, and provide expert guidance to businesses on approach
• Topical deep dive analysis on large unstructured & structured data, to provide detailed insights from strategic customer research
• Inform Strategies, Plans, Interventions and Models: Provide the required customer experience/competitor insights into a structure research output as inputs to strategies, models, plans and interventions in the agreed format/s – these formats must be professional, accurate and easily consumable. Obtain the relevant landscape and customer data and information for the agreed deliverables and perform integrative and comparative strategic analysis.
• Workshops and facilitated sessions: Assist the senior leadership of the Analytics, Insights and Modelling teams with the preparation of workshops and sessions. Participate in workshops and sessions to the level of presenting and facilitating, under the guidance of a senior team member.
• Reporting, Tracking and Presenting: Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service levels.
• Perform qualitative research (e.g. customer, product, sector) to understand and compare value propositions across competitors, e.g. mystery shopping (where budget allows) and comparative research
• Ensure continuous monitoring of competitive dynamics in the marketplace across key value proposition dimensions – pricing, customer experience, customer journey, rewards and add on services.
• Identify internal & external data and information sources and establish information channels and networks (formal and informal) for the purpose of obtaining pertinent data and information which can be meaningfully transformed into value-adding customer& competitor intelligence.
• Compile and supply ad hoc research pieces that can be shared with internal audiences

Qualifications

• Postgraduate degree in research, preferably in marketing sciences & research statistics.
• 5 years of previous research experience
• Accredited market research institute candidates (SAMRA accredited) will be beneficial.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)