Customer Insights Specialist at Old Mutual

Job Description

At Old Mutual Corporate, our target market are businesses and institutions in South Africa. This role requires you to obsess about our customers, to be deeply curious about businesses and the people behind the businesses to understand customers better than anyone else – including themselves! You must have the ability to connect the dots between what customers think, do and say leveraging existing customer data and multiple research techniques in order to generate recommendations on customer opportunities for new solutions and/or processes or enhancements to existing solutions and/or processes to maximize customer value. This position is forms part of our middle management category.

Key Result Areas

Synthesise and translate customer insights across multiple techniques and existing data and analytics into Customer-jobs-to-be-done framework and customer opportunities

• Identify customer opportunities resulting in new or enhancement of existing solutions or processes to maximize value to the customer via customer acquisition, cross-sell, up-sell and retention strategies, based on research output

• Translate the identified key customer insights into customer job to be done framework

• Recommend customer jobs to be done, explicitly supported by both Customer Team research analysis output and data analytics, to Customer Research and Development Manager

• Size and recommend customer opportunities worth pursuing further ensuring both customer and business value is well defined and articulated

Give input into the development of research methodology and techniques, as a Customer jobs-to-be-done Subject Matter Expert

• Identify key objectives and best techniques to generate the appropriate customer insights

• Assist Researchers in the development of customer surveys and interview schedules, using the Customer job to be done framework

Facilitate frequent and regular Customer jobs to be done workshops using techniques such as the jobs to be done framework, within the Customer Research and Development function

• Actions should include recommendations to facilitate value delivery to the customer and market as well as the business

Job Requirements

• Matric

• BCom Hons degree or formal qualitative research education (Anthropology, Behavioural Eeconomics, Ethnography) or quantitative research education

• Experience applying Jobs-to-be-done Framework – Essential

• Experience in interpreting quantitative and qualitative research results in a business context

• Experience within a regulated industry, with banking or finance

• Experience in desktop research, interviewing, surveys, experimentation, customer immersion techniques, customer journey mapping

• Experience in B2B and B2B2C business models

• Effective leadership and communication skills with the ability to work across multiple teams influencing to align and deliver