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At Citi, our customers are at the core of everything we do. Understanding the needs and motivations of consumers is key to driving our business strategy, and Consumer Insights is central to making that happen.
The role of the Consumer Insights & Research Manager is to recommend, design, execute, and oversee the analysis of customer research. You will work closely as a strategic partner with key stakeholders across the bank to sharpen strategic focus and business priorities driven by actionable insights and business results. You must have the ability to identify, source, and analyse data and information from available sources (primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions. A self-starter who is comfortable with research data as well as operational tasks required to keep the NPS program running smoothly, you must be ready to work with internal partners, ready to support and problem-solve operational issues that may hinder the success of the program.
You are proactive and assertive, maintaining an inquisitive mind, constantly thinking ahead of how the bank can lead in its product and service delivery and make better marketing decisions to drive business growth.
Manage and deliver monthly NPS and Brand dashboards for Citi Singapore with actionable insights to senior management and key stakeholders
Plan, recommend and execute reports and scorecards that guide business and strategic decisions such as goals setting, performance reporting, and NPS linked incentives
Work with Customer Experience Team and key stakeholders across business functions of wealth management, retail bank, branch services, credit cards, and distribution channels to identify areas of consumer frustration or process enhancement opportunities
Challenge and improve NPS Program to drive continuous program improvements (sample size controls, key driver analysis, text analytics, questionnaire development)
Develop and execute ad hoc research projects from start to end
Utilise 3rd party data sources to derive insights
Evaluate and keep up-to-date on current marketing, consumer, and media trends, as well as the latest trends in research suppliers and methodologies.
Minimum 4 years' experience in Market Research. Experience with NPS programs, customer satisfaction and brand trackers are a must. Experience with Medallia is preferable.
Analytical mind-set with proven ability to structure and synthesize large amounts of data, develop actionable insights and effectively share them to senior management and key stakeholders
Preferably with client side experience or have handled consumer banking market research at agency side; familiarity of consumer banking products is an advantage
Strong leadership and interpersonal skills
Self-starter who is highly motivated, passionate and creative
Good communication skills, written and spoken, presenting findings in a simple, easy business language to management and key stakeholders
Knowledge of SAS or SPSS package, text mining, PowerPoint, and Excel Macro.
Internal Number: 5930874
About Citibank NA
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