We are seeking a highly motivated and customer-focused individual to join our team at GoSats as a Customer Insights Specialist. As a Customer Insights Specialist, you will play a crucial role in understanding customer behavior, gathering insights, and providing valuable feedback to the product team to enhance our product offerings and customer experience. You will directly engage with customers, conduct research, and analyze data to uncover meaningful insights that drive product improvements and business growth.
- Engage with customers through various channels, including in-person interviews, surveys, focus groups, and online communities, to understand their needs, preferences, and pain points.
- Conduct research and gather qualitative and quantitative data to identify customer trends, behaviours, and preferences.
- Analyze customer feedback, support tickets, and other customer-related data to identify patterns and areas for improvement.
- Collaborate closely with the product team to communicate customer insights and provide recommendations for product enhancements, features, and user experience improvements.
- Utilize customer journey mapping techniques to identify touchpoints and opportunities for enhancing customer satisfaction and loyalty.
- Stay updated with industry trends, market research, and competitor analysis to identify emerging opportunities and customer expectations.
- Work cross-functionally with various teams, including marketing, design, and customer support, to ensure customer-centricity across all touch-points.
- Monitor and report on key customer metrics, such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.
- Stay informed about the latest developments in customer research methodologies and tools to continually improve customer insights practices.
- Communicate customer insights to stakeholders and leadership to drive strategic decision-making and prioritize product roadmap initiatives.
- Proven experience in a customer insights or related role, with a focus on customer research and analysis.
- Strong analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate complex ideas and findings.
- Proficiency in research methodologies, such as conducting interviews, surveys, focus groups, and usability tests.
- Familiarity with customer feedback and analytics tools, such as customer feedback platforms and data analysis software.
- Detail-oriented with a strong ability to identify patterns, trends, and opportunities from customer data.
- Collaborative mindset with the ability to work cross-functionally and influence stakeholders.
- Passion for understanding customer behavior, needs, and motivations.
- Familiarity with the fintech industry and cryptocurrency is a plus.
If you have a passion for customer insights, a keen eye for detail, and a desire to make a meaningful impact on product development and customer experience, we would love to hear from you.
To apply, please submit your resume and a brief cover letter explaining your relevant experience and why you believe you are a good fit for this role.
Note: Only shortlisted candidates will be contacted for further evaluation.
We are an equal opportunity employer and value diversity in our workforce.