Manager, Research & Insights (Customer Experience)

The role:
As a team member of Customer Experience (CX) Team, you’ll be reporting to Research & Insights Lead supporting the end-to-end delivery of research programs, through the use of various research methods and multiple sources of data. You’ll work closely with CX, Product and Marketing to conduct qualitative and quantitative research activities so as to understand customer needs, expectation and pain points, as well as the brand performance of livi against other players in the market. You’ll hep formulating actionable insights supported by data and analysis, and crafting the future of Customer Experience at livi.

Responsibilities:

• Support the end-to-end delivery of qualitative and quantitative research programs (study design, questionnaire development, fielding and analysis) to collect customer insights and feedback on brand, product, service and experience design
• Work closely with different internal teams and functions (CX, Product and Marketing) to understand their research objectives and provide research support meeting their business needs
• Gather market research data on consumers, competitors and market trends to conduct advanced analysis and insightful reports for business planning and decision making
• Manage research programs and administration tasks to ensure all programs and tasks are completed on time and on quality
• Support online and offline insight activities on forums, live chats, focus groups, surveys and occasionally workshops
• Support procurement process and day-to-day relationship management with third party service providers
• Support ad hoc projects and assignments (beyond research) when required

Requirements:

• Degree holder with 5 years+ experience in market research and data analysis
• Solid working experience in delivering end-to-end qualitative and quantitative research from study design, questionnaire development, fielding to analysis
• Sound knowledge in banking products and digital banking services
• Strong numerical sense, analytical and organizational skills
• Proactive and result-oriented; able to work independently and under pressure
• Computer proficiency in MS PowerPoint, Word, Excel and Chinese word processing
• Knowledge of using statistical software will be an advantage
• Excellent command of both spoken and written English and Chinese, including Putonghua

(Candidates will less experience will be considered as Assistant Manager level.) 

We offer competitive salary package to the successful candidate. If you are interested in joining this exciting team, please send your full resume including your CURRENT and EXPECTED salary for our consideration.