Senior Customer Researcher 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! Generating customer insights through various techniques is the primary focus of this incumbent. These insights will be used to inform new solutions and/or processes as well as changes to existing solutions or processes.

Key Result Areas

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

Job Requirements

• Matric

• 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 yrs

• 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