Senior Associate Customer insight

Role description

Driving Customer Insights and Market Research, including deployment of tools like Net Promoter Score in a B2B Company, preferably an Engineering Services company. Should have an in-depth understanding of B2B business and should have led global customer insights and market research projects.

Key Objective of the Job:

•Facilitate annual Customer Insights – NPS study & C-Sat

•Facilitate NPS action planning workshops across the three territories / Industry Verticals / Delivery Lines of Business to addre ss Customer feedback

•Facilitate implementation of NPS and Customer insights action plans

•Facilitate the implementation of Transformation projects for enhancing the customer insight process

•Facilitate Market Research projects for key businesses, Competitors, and key customers for account planning

•Facilitate competitive analysis on Competitors - market offerings, market trends, pricing/ business models, sales, and methods of operation

•Facilitate Market Insights newsletter

•Manage NPS Vendor and ensure productivity

Key Deliverables:

End-to-end management of NPS globally, starting from planning, execution, and driving action plans

Specialized job competencies:

Thorough understanding and hands-on experience of deploying NPS system in B2B company 

•Thorough understanding of Market Research and Customer insights generation methodology

•Strong Oral and Written Communication skills and Strong Presentati on skills

•String Data mining and analytical skills