Experience:

Professional Experience & Background:

- 10-12 years of experience in customer service, customer experience, or a related field, with at least 5 years in a team lead role.

- Proven experience in leading and managing research projects that drive strategic decisions and improve customer experience.

- Strong background in both qualitative and quantitative research methodologies, including the ability to design and execute comprehensive research plans.

- Experience working with cross-functional teams and managing relationships with external vendors and research partners.

Educational Qualifications:

- MBA or Master's Degree in strategy, customer experience, marketing, personnel management, or a related field from a premium and reputable institute.

Skills & Competencies:

Analytical & Problem-Solving Skills:

- Ability to analyze data from various sources, including surveys, focus groups, customer engagement labs, and social media, to generate actionable insights.

- Strong proficiency in research methodologies and the ability to synthesize complex data into clear, actionable strategies.

Communication Skills:

- Excellent verbal and written communication skills, with the ability to articulate insights and recommendations clearly to senior leadership and stakeholders.

- Ability to create detailed customer personas and segments to inform targeted marketing strategies and product development.

Leadership & People Management:

- Strong team management skills with the ability to lead, inspire, and develop a team.

- Ability to work collaboratively with cross-functional teams, aligning them on insights and actions to enhance customer experience.

- Strong people skills, with the ability to build and maintain relationships with both internal stakeholders and external partners.

Innovation & Creativity:

- A creative thinker with an innovative approach to problem-solving, particularly in the area of customer experience design.

- Proficiency in digital tools and emerging technologies in consumer insights to stay ahead in the market.

Project Management:

- Ability to manage research projects effectively, ensuring timely delivery within budget while maintaining accuracy in questionnaire formulation.

- Strong focus on timelines and the ability to prioritize opportunities for optimizing customer experience based on feedback and insights.

Personal Attributes:

- Detail-Oriented: Meticulous in ensuring the accuracy of customer personas and research findings.

- Proactive: Takes initiative in identifying opportunities for differentiation and improvement in service delivery and customer engagement strategies.

- Strategic Thinker: Capable of using insights to inform high-level strategic decisions and drive business growth.

This role requires someone who is not only deeply knowledgeable about customer behaviors and market trends but also able to translate that knowledge into actionable strategies that improve customer experience and contribute to the company's success.

The person should be a strong leader, an effective communicator, and a creative problem solver