Research Analyst / Senior Analyst, Group Branding & Communications

We are seeking a data-driven and customer-centric Research Analyst/ Senior Analyst, at the Assistant Manager / Manager level, to lead the measurement, analysis, and reporting of Colleague Engagement Survey (CES), to analyse data on customer satisfaction metrics, with a strong focus on Customer Engagement Index (CEI) similar to Net Promoter Score (NPS). This role will be instrumental in uncovering actionable insights from customer and staff feedback, driving initiatives that enhance the customer experience and loyalty, and building a strong corporate culture.

This role will oversee the research and analysis of data sets across the Company, working in collaboration with data owners in HR and business units to uncover what motivates and drives internal culture and performance, as well as external customer experience and brand performance.

This role sits within the Group Branding & Communications Team, and will drive the corporate brand and company culture, focused on brand building and behaviour design to drive performance.

Responsibilities

• Collaborate with the HR team managing the Customer Engagement Index (CEI) program, including survey design to track, deployment, data collection, and reporting to ensure the survey covers critical Brand questions.
• Analyse CEI and other customer satisfaction metrics to identify trends, pain points, and opportunities.
• Run the internal Colleague Engagement Survey (CES) to track staff sentiments, and the impacts of our employee branding and culture-building campaigns.
• Utilise research and survey data across the company, e.g. AON, CEI, CES, Growth Mindset survey, to study staff sentiments, behaviour, and uncover opportunities for engagement.
• Develop dashboards and visualisations to communicate insights to stakeholders across the business.
• Collaborate with Brand, PR and Communications teams to co-design programmes to drive customer and staff behaviours for marketing and culture-building campaigns.
• Collaborate with cross-functional teams (e.g., Product Business Units, Operations, Human Resource) to drive improvements based on customer & staff feedback.
• Conduct root cause analysis on detractor feedback and recommend corrective actions.
• Monitor and benchmark CES & CEI performances across segments, channels, and markets.
• Present findings and strategic recommendations to senior leadership.
• Design, coordinate and run dip-stick surveys and focus group sessions to test campaigns and programmes.
• Support ad-hoc customer insights projects as needed.

Requirements

• Bachelor’s degree in Business, Marketing, Statistics, or a related field.
• 5+ years of experience in customer insights, analytics, or CX role.
• Strong understanding of NPS methodology and customer satisfaction metrics.
• Proficiency in data analysis tools (e.g., Excel, Tableau).
• Experience with survey platforms (e.g., Qualtrics, SurveyMonkey).
• Excellent communication and storytelling skills.
• Ability to work independently and manage multiple priorities.

Preferred Skills:

• Experience in a customer-centric industry (e.g., banking, retail, telecom).
• Familiarity with voice of customer (VoC) programs.
• Knowledge of statistical techniques and predictive modelling.