Customer Insights Specialist

2 days ago

Singapore PRUDENTIAL ASSURANCE COMPANY SINGAPORE (PTE) LIMITED Full time

Conduct of an annual program review with each stakeholder function, during which the continued relevance, as well as integrity and robustness of the existing survey construct and assessment scope will be examined and tweaked, as appropriate.
- Oversight of the ongoing operational health of the VOC Program (e.g. ensuring survey invitations are delivered in the expected format as per the stated schedule, completed surveys are captured via the VOC platform at an ongoing basis etc.)
- Preparation of a monthly report detailing findings for each touchpoint, which includes deep-diving into the findings to identify root causes of issues observed by connecting with the relevant functions across the organization
- Conduct of periodic sharing sessions where stakeholders will be guided through the findings for the period as well as how those findings have been trending across the months / to date
- Collaborate with stakeholders on the development of action plans to overcome performance issues or challenges identified
- Conceptualization, development and implementation of new touchpoints as appropriate
- Identification of overarching business problems during the course of the management of the program and surfacing them at relevant stakeholder forums and / or task force to facilitate the necessary review and action planning as appropriate
- The conceptualization and design of appropriate research activities, with a view and understanding of the stakeholders’ business needs and objectives
- The implementation of the research activities, including the design and preparation of fieldwork materials, the conduct of fieldwork, the review of resultant data, the analysis of findings and the development of research insights
- The presentation and socialization of resultant research findings and insights with stakeholders

**Competencies and Personal Traits**
- Copes and functions well within a dynamic and evolving environment
- Demonstrates curiosity and possesses an inquisitive and analytical mindset
- Demonstrates passion and drive to succeed in assigned tasks
- Demonstrates accountability to assigned responsibilities
- Is independent and driven
- Is resourceful in navigating the organization in securing relevant personnel and inputs
- Is a committed individual who strives to meet or better assigned timelines
- Is detailed oriented
- Possesses a robust understanding of the PACS business construct and priorities
- Possesses a positive can-do attitude
- Possesses highly developed interpersonal skills (in both one-to-one or group settings)
- Possesses excellent verbal and written communication skills

**Work Experience**
- 4-6 years of relevant experience supporting Customer Insights and / or Market Research-related activities and initiatives
- Strong project management skills with the ability to manage multiple tasks concurrently
- Strong working knowledge and experience with survey administration platforms like Qualtrics, Alida
- Adept at managing projects that span multiple stakeholders (both internal - e.g. stakeholders, functional leads; and external - e.g. vendors)

**Education**
- Minimum of a Bachelor’s Degree - preferably in a business, communications, management, marketing or finance discipline

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