Customer Insights Analyst

1 week ago

Manila, National Capital Region, Philippines QBE GROUP SHARED SERVICES LIMITED - PHILIPPINE BRANCH Full time

A Customer Research Analyst is responsible for conducting research and analysis related to customers, market trends, and competitive intelligence. They gather, organize, and interpret data to provide actionable insights that help businesses make informed decisions to enhance our products, services, and customer relationships. They will provide a wide range of services around survey and statistical design, data collection, processing and data analysis. Manage Customer experience initiatives across AUSPAC business units.

Primary Responsibilities
  1. Create and maintain detailed customer profiles, including demographics, behavior patterns, and preferences.
  2. Develop surveys and questionnaires to collect data from customers, analyze responses, and provide recommendations for improvement.
  3. Identify processes qualified for Customer Satisfaction Surveys.
  4. Support, plan, and coordinate operations for single or multiple surveys.
  5. Document changes to programs or projects procedures in a timely and clear manner.
  6. Analyze data using statistical and analytical techniques to draw meaningful insights and trends.
  7. Prepare reports, dashboards, and presentations to communicate research findings to key stakeholders.
  8. Analyze customer feedback, reviews, and complaints to identify areas for improvement and make recommendations to enhance customer satisfaction.
  9. Provide actionable recommendations based on research findings to improve product offerings, customer experience, and business strategies.
  10. Create visual representations of data, such as charts and graphs, to help stakeholders easily understand research results.
  11. Stay updated on industry trends, research methods, and tools to ensure the research process remains current and effective.
Required Education

Bachelor's Degree or equivalent combination of education and work experience.

Required Experience

4 years relevant experience.

Preferred Competencies/Skills
  1. Experience in using customer relationship management (CRM) software.
  2. Intermediate skills in Excel, Platform One, SPSS, Q, InMoment, Qualtrics and other similar tools is required.
  3. Knowledge of data visualization tools (e.g., Tableau, Power BI).
  4. Understanding of qualitative and quantitative research methods.
  5. Strong project management skills.
  6. Good with Problem Solving.
Preferred Knowledge
  1. General knowledge of insurance business and related market conditions preferred.
  2. Fundamental knowledge of data analysis, extraction and management techniques for insurance portfolios.
  3. Strong mathematical and statistical knowledge.
  4. Fundamental knowledge in Report template creation and design.
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