Market Research Analyst at FNB South Africa

Job Description
Hello Future CX Research Analyst

• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
• As part of team in FNB Commercial Customer Experience, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
• A CX Research Analyst focuses on understanding how customers perceive and interact with our products, services, and brand. Their goal is to gather insights that help improve the overall customer experience, and monitor and report on the efficacy of customer experience initiatives.

Are you someone who can:

• Design and conduct surveys, interviews, focus groups, or usability tests.
• Interpret qualitative and quantitative data.
• Identify trends, pain points, and areas for improvement
• Provide key input into the development of customer’s experience across all touchpoints.
• Highlight friction points and moments of delight.
• Create clear reports, dashboards, or presentations for stakeholders.
• Provide actionable insights and recommendations
• Work with cross-functional teams to align strategies based on customer insights.
• Help prioritize improvements and track the impact of changes.
• Track metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

You will be an ideal candidate if you:

• Have a completed Bachelor’s Degree
• Have 3 to 5 years’ experience in market research, customer experience or data analysis, of which 2 to 3 years ideally at specialist level
• Have demonstrated market research and/or data analytics within the financial services/ banking industry
• Have the ability to engage and influence stakeholders
• Have strong analytical and communication skills.
• Have empathy and customer-centric thinking.
• Are familiar with data visualization and analytics tools, and have the ability to build dashboards via PowerBI.

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

We can be a match if you are:

• Adaptable and curious
• Proactive
• Influential
• Client-centric
• Good communicator
• Team player and collaborator