About the Role

The role of the Assistant Customer Experience Research Manager is responsible in quantitative and qualitative research, uncovering customer insights that cannot be explained by data. He/ she is the person to initiate research investigation using various methodologies and tools within the organisation to influence and inform business strategy and marketing performance. He/ she will be an advocate for the long term transformation of Asia Miles into a more customer-centric organisation, informed by market-leading member insights and data.

Key Responsibilities

Provide research consultancy to serve the business

• Knowledgeable about the various methodologies and tools on data (digital/ analytics), research and experience design, and provide recommendations when research is the appropriate methodologies and tools to address issues
• Understand the business issues that the wider teams are facing, and explain how customer insights can help to unleash new opportunities
• Own and manage the research tools within the organisation:

o On-going measurement tools including NPS, online and offline CSAT, brand tracker

o Diagnostic and experimental tools including ‘Asia Miles Members’ Voice’ (online community)

Synthesise customer insights from various data sources

• Lead the monitoring and reporting of key performance metrics from on-going measurement tools with Strategy, Data Analytics, and wider marketing teams to inform the programme performance.
• Explain the performance by translating business and experience challenges into diagnostic investigation to unleash the underlying problems using ‘Asia Miles Members’ Voice’, for example qualitative exploration or usability testing. Design the study scope and prepare research brief accordingly.
• Synthesise the insights gleaned from various sources to define the root cause of the problems, and address these problems by formulating new strategies, initiating ideations and/or defining design principles to correct the performance level.

Storytelling about customers and to customers

• Present the synthesised insights in a business language that wider teams can effectively translate the insights into actions.
• Collaborate with designers within the team to simplify the insights into an easy-to-understand manner e.g. infographics or journey map
• Collaborate with designers within the team to produce stimuli for member’s feedback.

Team support

• Annual research budget preparation
• Support on ‘Asia Miles Members’ Voice’ member engagement events
• Support on workshop facilitation 

Knowledge, Skills & Qualifications 

• Undergraduate university degree(s) in social sciences, mathematics, statistics, psychology or marketing discipline.
• Minimum 6 years of working experience in research agency (exposure to quantitative and qualitative), or research department of organisation with a B2C focus.
• Display acumen in understanding and consideration of business issues.
• Understand the value of experience design, and how research can inform better experience.
• Strong interpersonal skills and adapting to varied disciplinary contexts; able to work in a cross functional environment.
• Detail oriented, highly organised, able to multitask and work independently to meet tight deadlines and budgets.
• Motivated individual with ‘can-do’ spirit, quick learner, eager to make positive change and make recommendations intelligently.
• Fluent in English and Cantonese, and written Chinese is a must.
• Spoken Mandarin is preferred.

Asia Miles is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.