The Opportunity
Are you ready to be the driving force behind customer-centric decisions at TABTouch? We're looking for an experienced Market Insights Lead to fuel our insights engine room!
In this pivotal role, you'll lead and manage the research function to design and deliver cutting-edge qualitative and quantitative research programs. Your insights will inform and shape our customer strategy, brand, marketing, product design, and customer experience, ensuring we increasingly engage and delight our current and potential users while aligning with our strategic goals.
Accountabilities include:
- Work closely with key stakeholders across brand and marketing, service design, UX design/research, digital call centre, retail and product to understand business needs, identify research priorities and deliver actionable insights to address their business needs.
- Oversee design and delivery of the TABtouch ‘voice of customer’ satisfaction/NPS program, including digital, retail and phone-based channel touchpoints that capture ‘moments of truth’ along our key customer journeys.
- Oversee design and delivery of TABtouch’s market monitoring program that includes benchmarking and reporting competitive performance across brand health, campaign performance, customer experience, product and market share amongst target segments.
- Oversee the design and delivery of ad hoc qualitative and quantitative research as required, including the development and management of an in-house customer research panel to enable fast turnaround research projects to meet ad hoc needs of stakeholders across the business.
- In consultation with Head of Customer Experience, oversee the identification, selection and management of third-party research vendors and manage their activity in accordance with agreed research budgets.
- Partner with Data Science and Insights stakeholders to ‘connect the dots’ between external customer insights and internal behavioural and performance data.
- Synthesise complex and disparate research outputs into persuasive reports, presentations and workshops that have compelling narratives with clear and actionable insights that inform and facilitate practical stakeholder decision-making.
- Communicate effectively and influentially with leadership and stakeholders at all levels to highlight critical insights, opportunities and risks that demand strategic attention.
- Champion a customer-centric mindset and culture across the business, by helping to drive colleague awareness, knowledge, accountability and usage of available customer research insights to inform priorities and decision-making across the TABTouch Department.
- Lead, mentor, and develop a team of UX Researchers, building a high-performing customer research centre of excellence.
If you're passionate about turning data into actionable insights and making a real impact, we want to hear from you!