Consumer Research Associate

Job Summary:

The Consumer Research Associate will support the development and execution of research initiatives that provide a deep understanding of needs, behaviors, and experiences of One Meralco customers. The role is a blend of traditional research, human-centered design, analytics, and the use of digital platforms to generate actionable insights that support customer experience and customer satisfaction improvement, and service innovation within One Meralco.

General Responsibilities:

Consumer Research Design and Implementation

• Integrates management directions and strategies, environmental scan and identified areas of study as an input to consumer research
• Collaborates with the Consumer Research Lead, internal teams and third-party market research service providers in designing and implementing consumer studies (incl. both quantitative and qualitative research studies, including surveys, interviews, focus groups, and observational and ethnographic studies)

Human-centered Design Studies

• Applies design thinking methodologies to unearth consumer needs, pain points and identify opportunities to improve customer experience
• Supports and/or co-facilitate workshops for mapping exercises (empathy mapping, customer journey mapping, service blueprinting and journey atlas)
• Develops and maintain customer journey maps and service blueprints to guide customer experience design and customer-centric planning for products and solutions

Data Analytics, Insighting, and Reporting

• Analyzes consumer research data, behavioral and usage data sets to mine trends, segments and meaningful insights
• Interprets results from statistical tests and translate complex finding into actionable recommendations
• Scans environment for potential competitors and integrates local and foreign trends, practices and technologies with customer data to provide inputs to programs and business strategies

Consumer Research Technology

• Operates and maintain digital tools for research execution, including survey platforms (e.g. Alchemer, MS Forms, etc), collaboration tools (e.g. MIRO) and data visualization tools (e.g. PowerBI, Tableau, etc)
• Keeps up to date with emerging technologies and define user requirements for solutions and tools that will enhance efficiency of insight generation

Qualifications

• Preferably with at least 5 years of experience in business-to-consumer, business-to-business research, insights or data analytics role
• Strong analytical and critical thinking skills; strong organizational and project management skills
• Effective team player, driven to achieve results, organized and focused, with capacity to innovate and produce creative ideas
• Adept in MS Office applications especially Excel and PowerPoint, with basic knowledge of web UI/UX and analytics
• Familiarity with consumer research technology tools such as Google Analytics, Salesforce and Tableau is desired but not required
• Skills in graphic design, copy developing/editing, Adobe Photoshop, video editing is desired but not required
• Willing to work onsite at Meralco Ortigas