Senior Customer Researcher
Sandton

Generate customer insights using a range of research techniques
• Provide assistance in defining the research question and null hypothesis
• Give input into the nature of research data required in order to finetune research results in research-related discussions
• Perform customer-relevant competitor, trends, external/economic environment and market research
• Tailor the qualitative or quantitative research technique to generate the appropriate customer insights Utilise the best research technique
• Have access to and be particularly skilled in a subset of the following research techniques:
• Interviews with C-suite Executives of Large Corporates and Business Owners of Small to Medium Businesses and other relevant stakeholders Desktop research
• Customer Journey Mapping
• A/B hypothesis testing
• Surveying
• Experimenting and Prototyping (UX skills requires)
• Adhere to confidentiality and intellectual property limits
• Syntheses and communicate research results
• Collaborate with other team members to join the dots in terms of what customers think. say and do to generate the relevant customer insights
• Use non-traditional techniques to source customers for research activities. Utilize and build a network with customers and potential customers.
• Jobs-to-be-done framework
• Customer immersion techniques using anthropology, behavioural economics and ethnography
Report on data analysis results to clarify customer implications and opportunities
• Interpret research and generate customer insights
• Collaborate with data management function to feed research results into data management system
• Report on research to substantiate decisions regarding Customer jobs to be done and opportunities

• Bachelor’s Degree (B) (Required)
• Formal qualitative research education (Anthropology, behavioural economics, ethnography) or quantitative research education
• Experience in building customer relationships and sourcing candidates using non-traditional techniques - min of 3 years
• Experience within a regulated industry, with banking or finance advantageous
• Experience in various research methods and techniques
• Effective leadership and communication skills with the ability to work across multiple teams
• Experience and being particularly skilled: desktop research, interviewing, surveys, prototyping (UX skill), Experimentation, Customer immersion using anthropology, behavioural economics, ethnography, customer journey mapping, jobs-to-be-done framework essential
• Experience in B2B and B2B2C business models – advantageous l14.10o