Job Description:
The role is responsible for leading all client insights and experience initiatives. Analyze comprehensive client feedback data to identify actionable insights, drive continual experience improvements, and translate insights into strategic actions that enhance the client journey and drive business growth.
Responsibilities
- Client Research and Insights:
- Oversee end-to-end execution of advanced client surveys, focus groups, interviews, and event-based research to deeply understand client needs, pain points, and emerging preferences
- Collaborate with distribution channels to gather insights on client experiences and preferences across different channels
- Derive strategic, data-driven insights from quantitative and qualitative client data through advanced analytics, machine learning, and predictive modeling
- Translate these insights into specific, experience-enhancing recommendations for products, services, processes, and touchpoints across the client lifecycle, considering the input and feedback from distribution channel partners
- Cross-Functional Collaboration and Implementation:
- Partner cross-functionally with product, marketing, operations, and other teams to prioritize and implement recommendations that measurably improve the client experience and drive business performance
- Collaborate with distribution channels to ensure seamless integration and alignment of client experience initiatives across different channels
- Manage the client research platform, planned activities, and budget to ensure efficient and effective execution, including coordination with distribution channel partners
- Reporting, Strategic Decision-Making, and Industry Trends Monitoring:
- Regularly report comprehensive findings, recommendations, and performance metrics to senior leadership and distribution channel partners to inform strategic decision-making
- Stay deeply immersed in industry and market trends, including those related to distribution channels, to identify emerging client preferences and proactively adapt the client experience across all touchpoints
- Collaborate with distribution channels to share insights and jointly develop strategies to enhance the overall client experience
Requirements
- Bachelor's degree in relevant field like Marketing or Business
- Advanced degree or certification in research, analytics or experience is an advantage
- 8+ years of progressive experience in client insights, customer experience management, or market research, ideally in a B2B or professional services environment
- Experience in banking/insurance preferred
- Expertise in advanced research methodology, data analytics, and insights generation, with a track record of translating insights into impactful business outcomes
- Strong project execution skills with experience taking project from concept to launch in a cross-functional manner
- Proficiency with leading client feedback tools, CRM systems, and data visualization/reporting software to extract, analyze, and communicate insights
- Understanding of marketing, experience design, and product management principles to apply insights strategically
- Exceptional analytical and problem-solving skills, with the ability to uncover hidden patterns and opportunities
- Strong leadership, collaboration, and relationship management abilities to influence cross-functional teams
- Excellent communication and presentation skills to effectively convey insights and recommendations to stakeholders at all levels
- Bilingual skills (i.e. English and Chinese) is a must
