Job Summary: 

• Be responsible for ensuring consumer insights and perspectives are provided to inform strategy formulation and influence decisioning across customer experience, channel and products.
• Strengthen the customer-centric culture in SAPAC region by actively engaging department heads & local GMs with consumer and retail insights through high-quality presentation and story-telling.
• Aligning with customer and business strategies, to establish relevant measurement and analytics capability with internal data warehouses to support opportunity identification
• Be accountable for first-party digital business and O2O customer journey as a newly added scope, work closing with HQ digital teams to manage digital performance and to initiate digital projects, supporting long-term regional digital business agenda and enhancing O2O revenue
• Working closing with regional client engagement team and central data science team, to develop the approach and criteria for on-going / ad-hoc client outreach campaigns
• Identify consumer research needs, plan and execute research projects leveraging internal research capabilities or using external research vendors
• Be the ambassador of NPS, working closely with retail and training to identify the experience pinpoints and elevate the experience
• Define an insights governance model to foster collaboration, prioritization of work activities, and data-driven orientation across the organization
• Effectively manage, provide oversight and develop a team.
• Establishing personal social and environmental goals and ensuring each of direct reports have individual social and environmental goals.

Skills on Resume: 

• Strategy Formulation (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Analytics Capability (Hard Skills)
• Digital Project Management (Hard Skills)
• Campaign Development (Hard Skills)
• Consumer Research (Hard Skills)
• NPS Management (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary: 

• Responsible for designing and executing customer research to identify emerging behaviors, wants and needs, new segments (now, next and future), market trends and innovations (micro, macro and mega), and analyzing competitive activity
• Establish an enterprise Voice-of-Customer program, inclusive of program strategy, customer surveys and design, CX research and feedback, with in-depth knowledge of VOC closed-loop processes
• Identify and maintain new and existing customer listening posts, and map the customer journey at all touchpoints to surface critical needs and future-state aspirations
• Design and analyze survey content and results to ensure customer survey data is providing the right insights to identify weaknesses and opportunities to drive CX activation and improved experiences
• Work with survey vendor and BI to ensure customer survey data, feedback system architecture, and reporting/dashboards are accurate and user-friendly to enable teams to utilize VOC tool set
• Identify and execute analytics use cases across the enterprise to apply customer insights to decision-making processes, including experience design, product development, digital product feedback, crowdsourcing, and more
• Facilitate cross-functional workshops and dialogue to build future-state experiences and strategies for the business, grounded in data and consumer insight/intelligence
• Translate analysis and insights into executive-level deliverables, and deliver compelling presentations in a storytelling format to influence at all levels within the organization
• Design and implement reporting cadence to routinely present CX metrics, insights, recommendations to cross-functional leaders. Inspire the business to be customer-centric by contributing to business-wide understanding of metrics, performance, and design principles
• Stay abreast of market trends and innovations to inform long-term CX pipeline and business strategies

Skills on Resume:

• Customer Research (Hard Skills)
• VOC Program Design (Hard Skills)
• Journey Mapping (Hard Skills)
• Data Analysis (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Strategic Facilitation (Soft Skills)
• Executive Reporting (Hard Skills)
• Market Trend Analysis (Hard Skills)

Job Summary: 

• Leads and nurtures the Customer Insights Executive, ensuring a continued successful performance through 1:1s, personal development plans, and key projects.
• Responsible for the evolution of the Customer Segmentation, ensuring segmentation is embedded throughout the business.
• Support the Customer Insights Executive to scope, shape, develop and deliver quantitative and qualitative research includes consumer sentiment, brand health tracking and CSAT surveys via the Qualtrics platform.
• Work closely with the Investment Research team to provide demographic analysis for the new property deals in pipeline.
• Drive the resident journey in close cooperation with Operations teams.
• Supports the Customer Insights Executive and collaborates with the Investment Research and Data Hub to develop the Supply and Demand dashboards.
• Analyse key data points to identify and interpret trends to deliver insights and actionable outputs to support the buying & renovation decisions, programming and operations approach, as well as amenities and services.
• Prepare and deliver comprehensive and transparent reports and visualisations of research findings to ensure the research is easily understandable by all colleagues and stakeholders.
• Work collaboratively with colleagues in all business areas to enhance understanding of customer insights and performance measurements.
• Explores significant shifts in the consumer landscape that could affect business.
• Works closely with the Director, Customer Strategy, and insights to refine and further develop the multi-asset brand strategy by providing deep consumer, content consumption, category, competitor insights, translating the findings into strategic recommendations for brand design and marketing communication.
• Develops the brand house and messaging house for each multi-asset brand.

Skills on Resume:

• Team Leadership (Soft Skills)
• Customer Segmentation (Hard Skills)
• Research Development (Hard Skills)
• Demographic Analysis (Hard Skills)
• Collaboration (Soft Skills)
• Data Analysis (Hard Skills)
• Reporting Skills (Hard Skills)
• Strategic Development (Hard Skills)

Job Summary: 

• Co-leads new brand development projects, including creating the RFP, the vendor selection process and management of the agency.
• Leads key strategic projects as required, especially where consumer planning expertise, including consumer and cultural insight development, brand & innovation strategy, behavioural economics, data analytics, measurement and evaluation, is required to define an issue and understand what intervention is appropriate to take.
• Works closely with the Senior Director, Marketing, Brand and Insights and the Director, Customer Strategy and Insights, to lead the change from traditional marketing campaign planning to ongoing cross channel consumer and journey led marketing engagement planning.
• Develops the ‘Planning’ function, ensuring joined-up strategies allow to understand, optimise and win the key journey touchpoints.
• Works closely with the Senior Marketing Managers across the business to develop go-to-market strategies and campaigns built using consumer insights and segmentation.
• Establish and Measure Key Performance Benchmarks across offline and online media to measure marketing effectiveness.
• Understand the positioning of the Amazon Freight business, become the subject matter expert for brand positioning within the industry
• Develop and manage Voice of the Customer mechanisms for sharing learnings and driving positive customer outcomes
• Work closely with marketing, product managers and sales teams to develop market research roadmap
• Design qualitative and quantitative research plans, research questionnaires and moderator guidelines
• Interpret data, write reports, and develop actionable recommendations
• Engage senior leadership to understand critical business issues in order to design insight solutions and share opportunities to deliver better customer

Skills on Resume: 

• Project Co-Leadership (Soft Skills)
• Strategic Leadership (Hard Skills)
• Consumer Insights (Hard Skills)
• Cross-Channel Strategy (Hard Skills)
• Market Strategy (Hard Skills)
• Performance Benchmarking (Hard Skills)
• Expertise (Soft Skills)
• Customer Voice (Hard Skills)

Job Summary: 

• Establish a strategic relationship with teams across the globe and provide insights on clients and journey throughout the JLL eco-system
• Synthesize data from multiple sources and translate findings into actionable B2B customer insights and recommendations that can drive marketing activities that impacts the bottom line
• Ensure best practice alignment through strong coordination with wider marketing teams globally, regionally and local
• Act as the measurement and insights expert for digital projects from launch through post-campaign evaluation
• Tell a story through data, including the identification/communication of actionable insights that will inform marketing/communications programs
• Analyze data from multiple sources (including incorporating data from Adobe Analytics, Eloqua, Hootsuite, or other competing tools/platforms), and provide insights and recommendations tailored to different functions and levels
• Build compelling, financial business cases for new innovations, catered to an executive audience
• Participate in activities and initiatives which are designed to have a positive impact on the environment and local communities.

Skills on Resume: 

• Strategic Relationship Building (Soft Skills)
• Data Synthesis (Hard Skills)
• Best Practice Coordination (Soft Skills)
• Measurement & Insights Expertise (Hard Skills)
• Data Storytelling (Soft Skills)
• Multisource Data Analysis (Hard Skills)
• Business Case Development (Hard Skills)
• Community Engagement (Soft Skills)

Job Summary: 

• Lead the development and execution of consumer research, both primary and secondary, for new physical product launches and ongoing product assortment maintenance
• Partner with cross-functional leaders to understand learning objectives that will inform both quantitative and qualitative research development, deployment, and analysis to drive actionable recommendations and thoughtful decisions about the future of the product
• Set the direction for research priorities based on what will bring the best products to market for current and future customers, informing concept ideation and validation through sample testing and monitoring post-launch success
• Utilize existing research and data, while proactively integrating new sources of data and information to ensure the most impactful and relevant insights are brought to life for teams
• Collaborate with Customer Insights Director to support strategic research initiatives and foster a customer-first mentality to empower partners as customer experts and advocates
• Create new strategies and projects to further improve the overall operation
• Collaborate with multiple divisions
• Manage and lead large/complex studies through design, data collection, analysis, and creating new insights
• Build relationships with stakeholders
• Support with onboarding and hiring of new team members
• Solve business problems across all of the business units

Skills on Resume: 

• Research Development (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Quantitative & Qualitative Analysis (Hard Skills)
• Data Integration (Hard Skills)
• Strategic Initiative Support (Soft Skills)
• Project Management (Hard Skills)
• Stakeholder Relationship Building (Soft Skills)
• Problem Solving (Soft Skills)