Job Description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and 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)

(Vị trí ny sẽ chịu trách nhiệm chính trong việc tìm hiểu v đưa ra các thông tin thông qua việc thực hiện các dự án nghiên cứu nội bộ hoặc các dự án được thực hiện bởi các công ty nghiên cứu thị trường bên ngoi, v phân tích các dữ liệu khách hng từ các nguồn các nhau để tìm ra các thông tin giúp các bộ phận trong công ty đưa ra các quyết định kinh doanh liên quan đến khách hng một cách hiệu quả hơn. Từ các phát hiện tìm ra được trong các nghiên cứu về khách hng, vị trị ny sẽ hỗ trợ tích cực cho quản lý của mình trong các hoạt động để gia tăng trải nghiệm Khách hng (ví dụ: tổ chức các buổi workshop brainstorm v lập ra các hnh động cụ thể để cải thiện chất lượng hoạt động dịch vụ của Prudential tổ chức các buổi brainstorm đổi mới/ cải tiến sản phẩm/ dịch vụ, tham gia các dự án liên phòng ban hoặc quản lý các dự án của phòng CX. )

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.

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 / Yêu cầu

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 individual physical or mental health requirements.