Assistant Manager - Research and Insights

• upports the development of Research Plans (methodology, objectives, questionnaires, samples, lists of respondents, etc.) for the annually re-occurring and bespoke research projects managed by the Research & Insights Function.
• Responsible the administration of online surveys and coordination of phone surveys, including survey set-up, reviewing respondent lists, scheduling of survey staff, monitoring response rate towards assigned targets, ongoing quality control of responses and status reporting.
• Contributes in the preparation of research reports and presentations, through raw data cleansing, quantitative and qualitative data analysis, visualization and interpretation of data, and deriving actionable insights.
  

External Customer Experience (CX)

• Support the ongoing External Customer Experience (CX) measurement across event organizers, exhibitors, visitors, along with the periodic Commercial, Retail and Residential Tenant Satisfaction Surveys across the client's real estate portfolio, as well as the Annual Staff Accommodation Survey.
• Work closely with the Customer Care Function or with the relevant customer management teams to refine the CX survey design(s) as per the updated customer journeys and obtain relevant and representative customer lists.
• Contribute towards maintaining the existing and creating new on-demand CX dashboards aligned with internal stakeholder requirements, including ongoing open comment categorization for improved real-time customer feedback reporting.
• Escalate customer complaints obtained through the CX channel to the relevant internal teams and encourage prompt issue resolution and loop closure with the customers.