Use quantitative and qualitative research data to discover, model, predict, and tell stories about customer behavior.
Work closely with CX and CRM to establish metrics for measuring and monitoring the relationship with customers, and mechanisms to track changes in customer experiences.
Finished all reports and analysis of customer feedback, including Net Promoter Score (NPS) surveys, to help and keep the business connected to the customer and highlight opportunities to improve the customer experience.
Interpret business and usage metrics to regularly tell compelling stories about product usage and customer behavior patterns that reveal innovative opportunities.
Help to crossing functional teams design research plans that balance KPIs with synthesized customer insights.
Leverage qualitative methods to plot touch points and customer journeys to grow the business’ understanding of the end-to-end customer experience.
Perform other tasks assigned by direct supervisor
Job Requirement
Bachelor degree in Business Administration, Marketing, or other related field, master degree is preferable.
At least 2 years working experiences specializing in research and analysis.
Strong conceptualization and analytical skills and capacity to pro-actively plan and well-implementation.
Well understand about financial institution environment, experience with bank/MDI is preferable.
Have a good interpersonal communication, presentation skill, team work, result-oriented.
Excellent skill in MS Office includes Word, Excel, Power Point, and SPSS.
High proficiency in writing, speaking, reading and listening English.
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