Customer Insight Manager

3 weeks ago

Ho Chi Minh City, Vietnam Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

This job has primary responsibility for providing customer insights through implementing in-housed and outsourced surveys/ studies, and analyzing different source of customer data so that the findings can help internal stakeholders make better customers-related business decisions. This position also supports Head of Customer Experience in insight-leveraging activities to drive actions (i.e organize actionable workshop after obtaining research findings, facilitate product concept development/ service innovation brainstorming sections, participate in cross function projects to represent customer’s voice or lead projects to enhance customer’s experience)

(Vị trí này sẽ chịu trách nhiệm chính trong việc tìm hiểu và đưa ra các thông tin thông qua việc thực hiện các dự án nghiên cứu nội bộ hoặc các dự án được thực hiện bởi các công ty nghiên cứu thị trường bên ngoài, và phân tích các dữ liệu khách hàng từ các nguồn các nhau để tìm ra các thông tin giúp các bộ phận trong công ty đưa ra các quyết định kinh doanh liên quan đến khách hàng một cách hiệu quả hơn. Từ các phát hiện tìm ra được trong các nghiên cứu về khách hàng, vị trị này sẽ hỗ trợ tích cực cho quản lý của mình trong các hoạt động để gia tăng trải nghiệm Khách hàng (ví dụ: tổ chức các buổi workshop brainstorm và lập ra các hành động cụ thể để cải thiện chất lượng hoạt động dịch vụ của Prudential; tổ chức các buổi brainstorm đổi mới/ cải tiến sản phẩm/ dịch vụ, tham gia các dự án liên phòng ban hoặc quản lý các dự án của phòng CX. )

Key job responsibilities assigned to this position are:

- (Trách nhiệm chính của vị trí này bao gồm:)_

Research projects (inhouse or outsource)
- (Thực hiện các dự án nghiên cứu hoặc outsource)_
- Understand the business needs of requesters thoroughly to propose the relevant research scope and approach or evaluate the proposal from vendors to make sure the research can address properly business needs
- (Có thể nắm bắt và hiểu đúng nhu cầu nghiên cứu/ mục tiêu dự án của bộ phận yêu cầu thực hiện nghiên cứu để đề xuất hoặc đánh giá đề xuất của các công ty nghiên cứu thị trường về kế hoạch/ phương pháp nghiên cứu, đảm bảo kết quả nghiên cứu đạt được mục tiêu đã đặt ra. )_
- For annual projects (Brand Health Tracker, Benchmarking survey, Voice of Agency), work closely and effectively with related stakeholders (i.e Product, Branding, Agency team etc) to update the local business's needs and provide useful inputs to the questionnaire crafted by outsourced research vendors
- (Với những dự án nghiên cứu hằng năm (Brand Health Tracker, Benchmarking, Voice of Agency), làm việc sâu sát và hiệu quả với những bộ phận liên quan (ví dụ: bộ phận phát triển sản phẩm,bộ phận tiếp thị, bộ phận trải nghiệm khách hàng,vv ) để cập nhật các thông tin về nhu cầu kinh doanh theo thị trường Việt Nam và đưa ra các góp ý cho công ty nghiên cứu thị trường đang thực hiện dự án hoàn thiện bảng câu hỏi tốt nhất.)_
- Work independently to lead and implement internal research projects/ data analytics projects or outsourced research projects, including:
(
_Có thể quản lý và làm việc độc lập từ đầu đến cuối các dự án nghiên cứu nội bộ, phân tích dữ liệu và các dự án nghiên cứu outsourced, bao gồm:)_
- Collecting internal data from different source for analyzing, questionnaire/ DG design, conduct IDI/DG, data analyzing, report writing and provide actionable recommendations for business questions that need sound decision making.

(T
_hu thập dữ liệu từ nhiều nguồn nội bộ để phân tích, thiết kế bảng thảo luận nhóm (DG)/ bảng câu hỏi, thực hiện phỏng vấn IDI/DG, phân tích dữ liệu, viết báo cáo và đưa ra các đưa ra kiến nghị phù hợp cho từng mục tiêu nghiên cứu/ mục tiêu kinh doanh của công ty)_
- Evaluate adjust the proposals made by research agencies so that the final one is produced up to the highest work in terms of timing, budget and quality of deliverables. Manage the quality

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