Senior Market Research Consultant at Old Mutual South Africa

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 will be the primary focus. These insights will be used to inform new solutions and/or processes as well as changes to existing solutions or processes.
• We are looking for a candidate to work closely with and support the Customer Insights Manager in the team. This positions falls in our middle management category.

Key Result Areas

• Observe and understand customers in their natural environment to provide context (social behaviours, emotional lens, routines, practices, belief systems, values etc.) behind what customers say and do to help guide business thinking
• Define research questions using a wide range of qualitative and quantitative research methods using the Customer Job to Be Done Framework
• Provide input into the nature of research data required for optimal customer insight generation that will help identify customer opportunities to enhance existing solutions or processes and maximize value to the customer via customer acquisition, cross-sell, up-sell, and retention strategies
• Tailor qualitative or quantitative research studies to generate impactful customer insights utilising the best research technique(s)
• Have access to and be skilled in a subset of the following technique(s): The ability to conduct interviews with C-suite Executives of Large Corporates & Business Owners of Small to Medium Businesses and other relevant stakeholders, Desktop research, Persona Development for Large Corporates and SMEs, Mystery Shopping, Surveying, Job to be done framework, Customer immersion techniques using anthropology, behavioural economics, and/ or ethnography
• Perform customer-relevant, competitor trends, external/economic environment analysis
• Execute research projects end-to-end ensuring the appropriate processes, principles and resources are engaged to generate quality insights
• Gather, Analyse, and Synthesize data to produce relevant, meaningful, and impactful customer insights
• Report on data analysis results and customer insights in creative ways to increase empathy and clarify customer understanding, implications, and opportunities.
• Work closely with the data & analytics team(s) to feed research results into data management system.

Role Requirements: Skills, Experience & Qualifications

Essential

• Matric
• Bachelor of Commerce in Marketing/ Research/ Market Research or relevant undergraduate degree
• 3-5 years relevant working experience
• Desktop research, interviewing, surveying, customer immersions (basic/ general), quantitative and qualitative research methods
• Be a natural expert in your field
• Flexible and creative thinking with a deep sense of empathy
• Proven ability to execute multiple projects
• Creativity and open-minded approach to research methodologies.
• Experience with creating reports that effectively capture and communicate key observations and findings to stakeholders.
• Effective communication skills with the ability to work across multiple teams influencing to align and deliver
• Inquisitive, independent explorer
• Excellent presentation and interpersonal skills

Advantageous

• Undergraduate degree in Psychology/ Sociology/ Behavioural Sciences/ Anthropology
• Experience within a regulated industry, with banking or finance
• B2B and B2B2C business models
• Knowledge and experience in behavioural economics to derive behavioural insights
• UX research experience
• Good understanding and experience of UX and/or CX qualitative methods
• Customer immersions using behavioural economics, or ethnography, or anthropology or a keen desire to develop these skills
• Designing and develop or/and implement Value proposition insights.

Education

• Bachelor of Commerce (BCom): Marketing (Required), Matriculation Certificate (Matric)  (Required)