Market Research Analyst (Service and NPS) -Customer Experience Measurement
Having purpose and making a real impact drives what we do at OCBC, for our customers, colleagues and the community. People count on us to deliver an amazing banking experience, but more importantly one that is uncomplicated and complements their changing lifestyle and business needs. Our employees are the architects that make this all possible; they are high performing individuals and teams, experts in their field and above all believe in our purpose and commitment to customers.
Our community of game changers at OCBC builds for the future; think Ambitious goals, act with a strong Belief and execute with Courage and agility to drive impact. These ABCs sit at the centre of our culture of change and innovation. Be a Market Research Analyst with Group Customer Experience at OCBC, and join our community of game changers.
What you’ll do
Support the Research Analyst Singapore (Customer Experience Measurement) in the management, maintenance and constant upgrading of OCBC’s Brand and Touch point trackers, as well as OCBC’s Customer Experience Radar, an online warehouse of customer feedback information.
To maintain the accuracy and reliability of our measures, and to support our stakeholders with in-depth analysis on the voice of the customers when necessary.
Apart from delivering regular reports for our stakeholders, the analyst is to spot service issues, proactively identify key customer experience issues and conduct drivers’ analysis, to drive high impact business decisions and service improvements.
Assist in selection and managing fieldwork vendors to ensure smooth operation of market research activities.
Good problem solving skills, with a good statistical background. Also expected is strong skills in synthesizing vast amounts of data into key insights.
Good knowledge base of what drives good customer experience and constantly keeping abreast on the latest development of service related research to ensure relevance and accuracy of our measurements.
Has market research expertise in the areas of brand health tracking, NPS (Net Promoter Score) tracking, customer satisfaction measurement, performance KPIs, mystery shopping and other service quality related research techniques. A strong statistical background would be ideal.
Strong initiative, and is proactive in adapting our system to changing needs.
Well versed in Microsoft office and SPSS. Knowledge in other statistical tools such as R and MySQL will be an added advantage.