Customer Experience Research Director

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

About the Role

We are seeking a highly skilled and experienced Research Director to lead our customer experience research efforts. As a key member of our team, you will be responsible for driving and institutionalizing company-wide approaches to customer experience and sales distributors loyalty research studies across markets.

Key Responsibilities

  • Be the custodian of global survey methodology and drive company-wide approaches to customer experience and sales distributors loyalty research studies across markets.
  • Provide research expertise from design and insights generation, including identifying gaps and opportunities to integrate learnings from customer journeys redesign, customer segments, and other research studies.
  • Responsible for customer insights consolidation and dissemination by distilling key insights to help leadership teams and functional stakeholders prioritize and focus on key journeys/episodes to create game-changing experiences and shape better outcomes.
  • Advisory on customer insights generation, best practices, and interacting with key stakeholders at both business and group functional levels.
  • Responsible for managing vendor relationships and deliverables and program budget.

Key Accountabilities

  • Voice of Customer Competitive benchmarking – Life only (Customer rNPS)
  • Refine scope, review questionnaire design and approach to integrate learnings from customer journey redesign.
  • Sharpen actionable insights sharing report template (comprehensiveness, yet simple and engaging for various stakeholders).
  • Continuous engagement with markets to identify action plans and drive improvement in satisfaction/loyalty by 1 quartile each year or maintain top quartile.

Requirements

  • Degree holder with minimum 10+ related experience in research and customer experience preferably in financial/insurance.
  • Expert knowledge in quantitative and qualitative research methodologies, techniques, and tools.
  • Proven hands-on experience in rolling out satisfaction/loyalty programs and driving continuous improvement in customer experience management and delivery.
  • Strong analytical mind and demonstrate customer insights knowledge by translating competitive insights and VOC into actionable insights and actions for various stakeholders.
  • Strong communication and influencing skills with ability to work positively and sensitively with senior stakeholders and across markets with different cultures.
  • Strategic thinker with strong project planning and management skills with experience in leading projects especially in new initiatives from planning, infield execution to insights delivery in multiple markets across Asia.
  • Mature, highly motivated, self-starter, and results-oriented with drive to meet deadlines/targets.
  • Flexible, resilient, and creative, intellectually curious.
  • Self-motivated to continuously upgrade one's domain knowledge, research new tools and technologies, keep abreast of latest developments in Customer Experience, and evaluate their application in key business domains on a consistent basis.
  • Exceptional analytical skills, including knowledge of market research tools and advanced analytical tools such as Alteryx and Tableau.
  • Exceptional skills in Microsoft Excel, PowerPoint.
  • Excellent English language skills; fluent in one other language such as Bahasa, Mandarin, Thai, Vietnamese will be a plus.

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