Customer Research & Insights Manager

About the role

Prudential's Customer Research & Insights Manager sits in the Customer Division and reports to the Head of Customer Experience. The role supports the Customer Insights practice by embedding research-based insights into strategy, segment and stakeholder understanding, marketing programmes, product design and corporate communications. It is a collaborative position working with Customer, IT, Product, Finance and Operations teams, as well as directly with customers, partners and agents.

Key responsibilities

• Design, consult and administer qualitative and quantitative research in-house, using surveys, focus groups, user testing, co-creation workshops and online community research.
• Build deep understanding of current and prospective customers, prospects and Singapore consumers.
• Solicit insights from distributors, stakeholders and employees to improve experience.
• Prioritise research requests and work with the CX team to deliver insights on time.
• Derive and consolidate insights into actionable items, reports and presentations for senior stakeholders.
• Champion the use of customer insights in designing products, services and experiences.
• Manage external partners and source new ones to drive relevant insights.
• Manage the research budget and support CX initiatives such as tracking complaints and incidents and improving the NPS score.

Required profile

• 7-8 years of relevant experience supporting customer insights and/or market research activities.
• Minimum of a Bachelor's degree, preferably in business, communications, management, marketing or finance.
• Strong project management skills, able to handle multiple tasks and manage projects across internal and external stakeholders.
• Curious, analytical, accountable, independent, resourceful and detail-oriented.
• Excellent verbal and written communication and interpersonal skills.

Required skills

• Consumer insights research and analytics, including behavioural science.
• Qualitative and quantitative research methods.