Senior Manager, COE Research and Insights (Insurance)

Location Hong Kong
Job-type Permanent
Salary Negotiable
Contact Jason Tsui
Email email Jason
Reference A000000_1662544936

Our client is one of the largest Life Insurance Company with extensive service and coverage across Asia Pacific and continue expanding their business. They are looking for a high calibre to join their Customer Experience team to drive overall customer centric strategy through driving customer insights from research, to create a seamless customer journey to deliver distinctive, personalized and meaningful customer experience.

Key responsibilities:

  • To launch best-in segmentation model back by quantitative and qualitative research and feedback from channels;
  • To define target segment profiles, including differentiating characteristics, trends and size of opportunity;
  • To shape multiple personas for each segment that serve as frictional representations to guide CX design;
  • To conduct research [both quantitative and in-depth qualitative / (ethnographic) research] on customer segments and persona and publish insights on a regular cadence;
  • To introduce customer insight community to deliver timely and actionable insights for driving customer engagements and loyalty, leveraging digital platform;
  • To apply active listening by collecting voice of customers and build feedback loop to prioritise improvements that elevate CX;
  • To support business to understand the research data and translate them into potential actions;
  • To conduct small-scale internal research studies, focus groups or workshops to support business needs.

Key requirements:

  • At least 12 years of experience of segmentation, customer insights and research, preferably within financial services;
  • A combination of in-house and research agency experience
  • Strong analytical, quantitative and qualitative skills; ability to use customer and acquisition data and business metrics to support business decisions, optimization and generate insights;
  • Core business strategy skills for strategy definition, roadmap development, budget planning, success measurement, etc.;
  • Excellent knowledge and proven record in executing various kinds of market research
  • Detail-oriented and good project management skills
  • Has strong self-confidence and good interpersonal skills to gain respects from peers
  • Good communication skills and excellent presentation skills to management
  • Self-motivated, innovative, responsible, proactive, flexible, take ownership and determined to deliver assigned targets/projects
  • Able to lead internal and cross-functional teams to be a team player
  • Excellent presentation and communication skills;

Interested individuals can click apply now or send through updated resume in WORD format to Jason.tsui@connectedgroup.com. For a more comprehensive list of current opportunities, please visit www.connectedgroup.com

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