Market Research Intmd Anlst - Ciudad De Mexico Distrito Federal Mexico

The Market Research Intmd Anlst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Oversee all aspects of usability testing.
• Employ the different research methodologies and ways to gather consumer feedback and recommend the right research approaches to gather feedback.
• Glean insights from feedback to make recommendations for net promoter score.
• Offer user experience feedback at all phases of the project life cycle and provide insights and recommendations to optimize insights.
• Ensure adherence to business principles and standards for all project engagements.
• Partner with cross-functional teams and adhere to project task execution and timeliness.
• Manage relationships across key stakeholders and 3rd party research vendors.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years of relevant experience

Education:

• Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Responsabilidades:

• Aplicar metodologías y herramientas de investigación diferentes para comprender a los distintos tipos de clientes y analizar la experiencia que estos viven con la empresa
• Interpretación de información cuantitativa (datos operativos, negocio, …) y cualitativa (voz del cliente, encuestas, …) y recomendar enfoques de investigación correctos.
• Mapeo de Customer Journeys y procesos para profundizar en las necesidades de los clientes, así como los principales puntos de dolor, tanto de clientes externos, como de clientes internos.
• Análisis de causas raíz sobre los principales puntos de dolor.
• Definición, priorización y ejecución de iniciativas de mejora para aumentar el nivel de satisfacción de los clientes.
• Seguimiento y análisis de KPIs de CX y operativos (NPS, RSAT, CSAT, AHT)
• Relacionamiento con diferentes áreas del Banco, priorizando la entrega de resultados a través de la selección, entrenamiento, desarrollo, motivación y empoderamiento.
• Asesoramiento desde la perspectiva del cliente en los diferentes proyectos que se desarrollen por producto, segmento o canal de la organización

Requisitos del puesto:

 Experiencia en: 

• Manejo de Excel (avanzado)
• Análisis y visualización de datos
• Conocimiento en SQL
• Rediseño de procesos (Reingeniería)
• Mapeo de Customer Journeys e identificación de Pain Points
• Liderazgo de iniciativas y proyectos
• Canales de servicio bancario
• Productos de banca de consumo

Skills:

• Alto grado de análisis y síntesis
• Pensamiento abstracto
• Client Obsession
• Orientado a resultados, estructura y seguimiento puntual
• Capacidad de aprendizaje
• Trabajo en equipo, trabajo bajo presión y manejo de estrés
• Capacidad de negociación
• Gestión a diferentes niveles jerárquicos
• Habilidades de comunicación y comunicación en público

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Job Family Group:

Marketing

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Job Family:

Market Research

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Time Type:

Full time

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