Specialist: Customer Experience Research & Insights
ABSA
Johannesburg, South Africa
Customer insights and market research
Survey design and research methodologies
Qualitative analytical tools
Responsible for designing, executing and managing research initiatives end to end, that generate actionable insights to improve customer experience and inform strategic decision-making
Job Summary
Responsible for designing, executing and managing research initiatives end to end, that generate actionable insights to improve customer experience and inform strategic decision-making.
This role blends strategic and tactical CX market research methodology thinking with hands-on research and execution, ensuring high-quality data collection, analysis and reporting across customer and competitor landscape and touchpoints.
Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey.
Matching Summary
Responsible for designing, executing and managing research initiatives end to end, that generate actionable insights to improve customer experience and inform strategic decision-making.
Skills & Requirements
Must-have
customer insights and market research
survey design and research methodologies
qualitative analytical tools
survey platforms (e.g. Qualtrics)
data and insights visualisation
critical thinking and problem-solving
communication and storytelling skills
Nice-to-have
strategic thinking
commercial awareness
stakeholder management
vendor management
African group growth journey
Key Requirements
6+ Years experience in customer insights
Proven experience managing end-to-end research projects
Experience working with external research vendors
Bachelor's degree in Marketing Research, Business Administration, Statistics or related field