Lead Customer Research Officer

Job description

About the role:

This role will serve as the customer research expert of CRM and Loyalty. Provide end-to-end management of all research activities conducted by the department and the units it supports including research plan, design, execution and analysis. This role will also be in charge of all the feedback-related data processing and reporting requirements of the various internal clients serviced by the team. The main deliverable of this role is to prepare strategic and research-based insights and ensure that feedback loop is closed internally within the company and externally with the customer.

Accountabilities
• Contribute to the mid-long term customer research strategy of Qatar Airways.
• Develop detailed business acumen of the internal client being serviced along with operational knowledge and understanding to be able to support them better.
• Develop a quick understanding of the client’s requirements and the agility to act on them in a valuable, yet practical and realistic approach.
• Develop research methodologies suitable to the research requirements of Qatar Airways.
• Plan, organize, conduct, analyse and present research projects using the correct methodologies as agreed with the clients.
• Develop and deliver as requested, or initiate the development of, KPI measurement, dashboard, and regular reports with observations, analysis, key findings and recommendations that will help the department in understanding its business and operationalizing action plans for improvements.
• Be the main source of information on best practices and competitor research inisights with a clear focus on benchmarking studies and development plan.
• Work with IT, the team and the clients to improve research data quality, data collection mechanisms, and data usage (collection, preparation, processing, and analysis) efficiency

Qualifications

About you
• Expertise in research methodologies, consumer behaviour, and market research activities.
• Expertise in survey platforms and tools.
• Expertise in reports and analysis of complex customer and/or commercial data.
• Expert skills with Microsoft Excel.
• Specialist skills in different analytical and visualization systems and tools such as SAS, SPSS, SQL,Power BI, Tableau, SAP BOBJ, etc.
• Skills in data extraction, transformation and visual analytics.
• Skills in customer service / customer success / customer experience or engagement.
• Skills in account/portfolio/client management.
• Supervisory or managerial role.
• Understanding of the works of pollsters, data scientists, statisticians and other marketing professionals.
• Command of English language.