Junior Specialist: Customer Research & Insights at Absa Group Limited (Absa)

Job Summary

To investigate, analyse and understand Voice of Customer data to develop solutions to customer service challenges

Job Description

Research

•  Help with research design proposals for business areas and clusters, ensuring an understanding of business requirements

Presentations and reporting

• Prepare presentations according to data insights and analytics. Reporting accordingly to the relevant stakeholder audience for impact – this includes compilation of Customer insights reports & standard daily / weekly environmental scanning reports for distribution to internal audience across a range of topics.

Performance

• Compile quarterly / monthly performance reports against targets set for all CEM strategic / tactical measurements

Customer Service Surveys

•  Ensure that data required by the survey house is received on time and accurate.

Review reports on problems identified. Assist with the data extraction and administration of survey information for annual Customer Experience Measure (CEM) survey.

Statistics

• Collection and consolidation of weekly, monthly and quarterly statistics.

Vendor Management - Manage invoices, and track management costs and expenses against approved budget. Managing contact listings process into the CX vendors with internal extraction areas. Checking fieldwork progress against timelines per Quarter (1 through 4) – managing on time delivery / escalation process to Vendor / R&I management

Competitor Intelligence - Liaising with Competitor Intelligence Partners in BUs as per audit schedule to include relevant product and channel information in portal & the quarterly updating of competitor profiles via desktop research on competitors

Qualifications

• Degree / Diploma in research
• 2 years previous research experience

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)