The Market Research Specialist plays a crucial role in analyzing customer behaviors, preferences, and trends to inform strategic decisions and enhance the customer experience. Responsibilities include creating research plans, analyzing data, and offering insights to improve service and drive business growth.
Long Description
Key Accountabilities
Develop and implement thorough research plans to understand customer behaviors, preferences, and trends.
Conduct primary and secondary research, focus group discussions with stakeholders to test new hypothesis.
Create customer personas and segments to guide marketing strategies and product development.
Analyze data from various sources like surveys, focus groups, and social media to gain actionable insights.
Collaborate with teams across the organization to use insights for strategic decision-making and improving customer experience.
Present insights and recommendations to senior leaders and stakeholders clearly and convincingly.
Manage relationships with external vendors and research partners to ensure high-quality data collection.
Stay updated on industry trends and best practices in consumer insights.
Conduct qualitative and quantitative research studies to uncover customer needs and satisfaction.
Use customer feedback to prioritize improvements in service delivery and engagement strategies.
Provide suggestions for enhancing customer experience and differentiating from competitors based on thorough research.
Long Description
Skills Required for the role
Strong communication skills
Analytical skills
Problem solving skills
Proficiency in digital tools
Deep understanding of customer experience design
Creative thinking and innovative approach to problem solving
Strong Team management skills
Innovative & Creative
Strategic Thinking
Proficiency in research methodology, Qualtrics, Data Science & well versed with Data analysis models
Key Performance Indicators
Research Project Management and Execution
Timely delivery of research projects and within budget: Ensuring efficient project planning, execution, and resource management to meet deadlines and budget constraints.
Manage relationship with research agencies and knowledge partners: Establishing and nurturing effective partnerships to leverage external expertise and resources for research initiatives.
Accuracy in Questionnaire Formulation: Developing precise and relevant survey instruments to gather actionable data and insights.
Insights Generation and Implementation
Number of actionable insights generated per research initiative: Focusing on extracting meaningful and actionable insights from research findings to drive business decisions.
Accuracy of customer personas in predicting customer behaviors or preferences: Utilizing customer personas effectively to anticipate and understand customer needs and behaviors.
Timely implementation of strategic/operational changes as per the insights: Collaborating with cross-functional teams to translate insights into actionable strategies and operational improvements.
Aligning cross-functional teams on insights and actions to be taken: Facilitating communication and collaboration across departments to ensure alignment and effective implementation of insights-driven initiatives.
Long Description
Key Interfaces
Internal Interfaces
Cross-functional depts
Regularly collaborate with senior leadership from various departments for strategic alignment and decision-making
Educational and Experience Requirements
Minimum Education Requirement
MBA / Masters in strategy / CX / marketing / personnel management or a related field from a premium reputed institute.
Minimum Requirement
Desired
Experience
Minimum of 7 years of experience in market research, customer service, customer experience, or a related field.
8+9 years of experience in a customer service, customer experience, market research or a related field.