Market Research Analyst (NPS)

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • OCBC Bank (Malaysia) Berhad
  • 26 Apr 18 2018-04-26

Market Research Analyst (NPS)

Key responsibilities
- Support the Research Analyst Singapore (Customer Experience Measurement) in the management, maintenance and constant upgrading of OCBC's Brand and Touch point trackers, as well as OCBC's Customer Experience Radar, an online warehouse of customer feedback information.
- To maintain the accuracy and reliability of our measures, and to support our stakeholders with detailed insights when necessary.
- Apart from delivering regular reports for our stakeholders, the analyst is to proactively identify key customer experience issues and conduct drivers' analysis, to drive high impact business decisions and service improvements.
- Assist in selection and managing fieldwork vendors to ensure smooth operation of market research activities.
*LI-LCH

Qualifications
Role description
- He/she is expected to suggest ways to leverage this system to further develop OCBC's customer feedback channels.
- Good problem solving skills, with a good statistical background. Also expected are strong skills in synthesizing vast amounts of data into key insights.
- Constantly keep abreast on the latest development of services related research to ensure relevance and accuracy of our measurements.
- Has market research expertise in the areas of brand health tracking, customer satisfaction measurement, performance KPIs, mystery shopping and other service quality related research techniques. A strong statistical background would be ideal.
- Strong initiative, and is proactive in adapting our system to changing needs.
- Well versed in Microsoft office and SPSS. Knowledge in other statistical tools such as R and MySQL will be an added advantage.