Consumer Research Associate

4 weeks ago

Eastern Manila District, Philippines Manila Electric Company Full time

The Consumer Research Associate will support the development and execution of research initiatives that provide a deep understanding of needs, behaviors, and experiences of One Meralco customers. The role is a blend of traditional research, human-centered design, analytics, and the use of digital platforms to generate actionable insights that support customer experience and customer satisfaction improvement, and service innovation within One Meralco. General Responsibilities: Consumer Research Design and Implementation Integrates management directions and strategies, environmental scan and identified areas of study as an input to consumer research Collaborates with the Consumer Research Lead, internal teams and third-party market research service providers in designing and implementing consumer studies (incl. both quantitative and qualitative research studies, including surveys, interviews, focus groups, and observational and ethnographic studies) Human-centered Design Studies Applies design thinking methodologies to unearth consumer needs, pain points and identify opportunities to improve customer experience Supports and/or co-facilitate workshops for mapping exercises (empathy mapping, customer journey mapping, service blueprinting and journey atlas) Develops and maintain customer journey maps and service blueprints to guide customer experience design and customer-centric planning for products and solutions Data Analytics, Insighting, and Reporting Analyzes consumer research data, behavioral and usage data sets to mine trends, segments and meaningful insights Interprets results from statistical tests and translate complex finding into actionable recommendations Scans environment for potential competitors and integrates local and foreign trends, practices and technologies with customer data to provide inputs to programs and business strategies Operates and maintain digital tools for research execution, including survey platforms (e.g. Alchemer, MS Forms, etc), collaboration tools (e.g. MIRO) and data visualization tools (e.g. PowerBI, Tableau, etc) Keeps up to date with emerging technologies and define user requirements for solutions and tools that will enhance efficiency of insight generation Qualifications Preferably with at least 5 years of experience in business-to-consumer, business-to-business research, insights or data analytics role Strong analytical and critical thinking skills; strong organizational and project management skills Effective team player, driven to achieve results, organized and focused, with capacity to innovate and produce creative ideas Adept in MS Office applications especially Excel and PowerPoint, with basic knowledge of web UI/UX and analytics Familiarity with consumer research technology tools such as Google Analytics, Salesforce and Tableau is desired but not required Skills in graphic design, copy developing/editing, Adobe Photoshop, video editing is desired but not required Willing to work onsite at Meralco Ortigas #J-18808-Ljbffr

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