CX MEASUREMENT OFFICER

Responsible for managing and tracking internal and external market research studies, including data processing, analysis, and insight generation. He/ She will work closely with various business segments to provide actionable insights from customer feedback and experience, develop and maintain interactive dashboards, and utilize range of market research tools such as quantitative research, syndicated data, and desk research.

Additionally, he/ she will collaborate with other teams to ensure successful launch of research surveys and coordinate with third-party vendors to execute market research studies effectively.

Responsibilities

• Monitors and analyzez internal survey data on customer experience to provide actionable insights into different business segments.
• Responsible for ensuring success of internal survey launches and accuracy of data being collected
• Synthesizes consumer/ market research studies (quantitative, desk/ competitive research, syndicated research) and understand consumer journey to improve customer experience on bank’s products and services.
• Manages and designs interactive dashboards that would make data more accessible and provide support on strategic decisions of the different business segments.
• Oversees the design, distribution, and analysis of research surveys, ensuring they meet project objectives and timeline.
• Continuously evaluates and enhances service delivery processes (survey send outs, data extraction, data processing, charting) to increase efficiency and effectiveness.
• Maintains strong relationships with stakeholders, ensuring their needs and expectations are met consistently (monthly delivery of insights, updates on surveys being tracked regularly, present/ co-present insights).
• Acts as primary contact of the team for internal market research studies and work closely with teams responsible for survey launch and data extraction, ensuring timely execution of research projects.
• Collaborates with third party/ market research agencies to ensure projects are executed successfully and insights are aligned with the defined objectives and research requirements.
• Collaborates with other data insighting teams within the organization (Marketing Group, Data Science) to address business needs.
• Monitors the quality and accuracy of data collected, ensuring it meets the required standards.
• Tracks project progress and provide regular updates to stakeholders, addressing issues or delays promptly.
• Involves in the end-to-end research implementation including but not limited to research brief review, questionnaire creation, fieldwork execution, report writing/ third party report review and insight/ recommendation presentation to key research/ project stakeholders.
• Develops detailed project plans for market research studies, outlining timelines, resources, and key milestones.
  
  

Qualifications

• College degree ideally in Communication Research, Behavior or Social Science, Business, Statistics, Marketing, Economics or similar field.
• Must have at least 2 years background in financial services industry.
• Must have at least 3 years experience in managing research projects end-to-end (proposal/design, execution up to report-writing) with no/minimal supervision.