Manager, Research & Insights

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Overview

Join us as a Manager, Research & Insights and become a key contributor to our dynamic Customer Experience and Insights team. In this role, you'll be at the forefront of designing and executing both quantitative and qualitative consumer research studies, helping us uncover actionable insights at scale. Your contributions will directly influence the definition of our product roadmaps and strategic direction, ensuring our offerings truly meet the evolving needs of our customers across diverse financial landscapes. This is an exciting opportunity to contribute to a culture of customer obsession and translate complex information into compelling, human-centric stories that drive business decisions.

The successful candidate(s) will report to the Section Head of Research & Insights.

Key Responsibilities and Accountabilities
Functional

• Construct and recommend a mix of research tools and approaches, including expert-level Quantitative studies to evaluate product impact and Qualitative studies like field observations and usability tests.

• Gather and analyze insights to evaluate product impact and identify new opportunities through creative research methods and co-design sessions.

• Partner with Designers, Data Analysts, and Product Managers to ensure research provides a holistic view of users and embeds customer-centricity into the business journey.

• Synthesize findings into a clear narrative through rich storytelling, presentations, and workshops to drive Customer Experience (CX) improvements.

• Adapt and innovate research methods to meet product needs in a fast-paced environment, applying creative solutions that elevate organizational standards.

• Lead and participate in various project-led initiatives, providing foundational insights that define strategy and innovation.

• Foster empathy across the organization and act as the voice of the customer to create an impactful understanding of needs at the ground level.

• Act as the go-to advisor for internal partners, making sound decisions even when data is limited and embodying core bank values.

• Share project knowledge and findings bank-wide via internal platforms, knowledge transfer sessions, and branch roadshows.

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Bachelor's degree in Statistics, Economics, Behavioural/Social Science, or a related Quantitative field.

Experience/Requirements

• Minimum 6 years of experience managing primary market research (Quant/Qual), creating analyses, and formulating business insights.

• Experience in Financial Institutions or Market Research agencies is an advantage, particularly in roles focused on driving Customer Experience.

• Well-versed in analyzing information to drive strategic implications experience with regression modeling, AB testing, or usability testing is an added advantage.

• Demonstrates a Think Globally approach-open to change, adapts behavior to new information, and adjusts rapidly to unexpected obstacles.

• Proven ability to manage and inspire different stakeholders through excellent communication skills and the ability to coach others.

• A consistent track record of delivering high-quality business results and meeting aggressive deadlines.