CUSTOMER INSIGHT MANAGER

5-8 years
Job Description



Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.This job has primary responsibility for providing customer insights through implementing in-housed and outsourced surveys/ studies, and analyzing different source of customer data so that the findings can help internal stakeholders make better customers-related business decisions. This position also supports Head of Customer Experience in insight-leveraging activities to drive actions (i.e organize actionable workshop after obtaining research findings, facilitate product concept development/ service innovation brainstorming sections, participate in cross function projects to represent customer's voice or lead projects to enhance customer's experience)

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Key job responsibilities assigned to this position are:
Research projects (inhouse or outsource)

  • Understand the business needs of requesters thoroughly to propose the relevant research scope and approach or evaluate the proposal from vendors to make sure the research can address properly business needs
  • For annual projects (Brand Health Tracker, Benchmarking survey, Voice of Agency ), work closely and effectively with related stakeholders (i.e Product, Branding, Agency team etc) to update the local business's needs and provide useful inputs to the questionnaire crafted by outsourced research vendors
  • Work independently to lead and implement internal research projects/ data analytics projects or outsourced research projects, including:

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  • Collecting internal data from different source for analyzing, questionnaire/ DG design, conduct IDI/DG, data analyzing, report writing and provide actionable recommendations for business questions that need sound decision making.

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  • Evaluate adjust the proposals made by research agencies so that the final one is produced up to the highest work in terms of timing, budget and quality of deliverables. Manage the quality and delivering time of research agency. Provide useful and insightful inputs to the work of agencies across the key milestones of project execution (discussion guide development or questionnaire design, topline, reporting)

Drive insights to actions
  • Organize actionable workshop after obtaining research findings/ data findings so that the information and be shared and bring to actions by different teams
  • Initiate actions to improve customer experience and lead end to end projects to deliver the initiatives improving customer experience across touchpoints.
  • Join cross-function projects to represent voice of customers.

Job Requirements / Yu cu
Qualifications
  • University/ College Degree with marketing/ business major

Experience
  • At least 5 years experience in market research (2 years working experience for a market research agency is preferable) and minimum 1 year of working as a CI/ market research manager.

Job capabilities & behaviors requirements:
  • Execution excellence: take full ownership to resolve difficulties, challenges and deliver the project objectives efficiently with highest standard of quality
  • Working together: work well with different types of people including external research vendors and internal stakeholders proactively contribute thoughts, ideas in meetings, cross-functional projects
  • Strategic thinking: think a big picture and use good judgment to find HOWs to approach/ implement one issue/ challenge thoroughly and efficiently
  • Great data analytic skill (i.e either qualitative or quantitative data points)
  • Be a great communicator, both spoken and written English communication

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with special requirements.

JOB TYPE

Industry

Function

Roles

Prudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa. We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion. We protect people's wealth, help them grow their assets, and empower them to save for their goals. The business has more than 18 million life customers in Asia and Africa.Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York. We are proud to be included in the 2022 Bloomberg Gender Equality Index. The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is testament to our commitment to nurturing diverse talent. #BloombergGEI . Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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