Customer Insights Analyst

The Customer Research Analyst I - with Reed Exhibitions (RX) events teams globally to design, program and deploy surveys and analyze results of Reed Exhibitions portfolio of events for various industries and countries. The insights identified are provided to the show teams and stakeholders in the form of a PowerPoint presentation. 

The work consists of the following: 

• Post-show Surveys and Research 
• The biggest workload for the team is designing, programming and deploying of post-show surveys and reporting of the data gathered from this method thereafter. The post-show survey primarily measures customer satisfaction, loyalty, NPS and need to attend/exhibit. Additional information such as event performance and customer sentiments are also gathered through the survey. About 80% of the survey questions are standard questions consistent across events and about 20% is custom-designed for individual events. 

• Adhoc Projects, Studies and Reports
• Additional research work such as custom or ad hoc surveys are occasionally done on an “as needed” basis or as required by the business. The nature of these ad hoc projects revolve around specific show team concerns to address, YoY trend reports, areas of opportunity to highlight, and the like. 

Accountabilities

• Consistently update all reporting and productivity tools and files to ensure that output is accurately measured.  
• Writing and scripting online research surveys using our survey software 
• Develop the reports that highlight the insights generated by the research. 
• Coordination with Data Management and Campaigns Teams for survey emailing campaign 
• Identifies and communicates initiatives that streamline processes, improve customer experience or results in cost savings 
• Develop working knowledge of the requirements of the BU they support and solve a range of routine problems and escalate those that are beyond their scope. 
• Identifies outdated details of policies, guidelines or standard practices and communicates these gaps to senior CIAs for further analysis and resolution. 
• No audit responsibilities but can provide guidance to newly hired associates. Identify gaps between policies and actual practice and report these to senior CIAs to ensure that these are addressed. 
• No supervisory responsibilities but may provide tactical support to projects led by more senior CIAs 
• Provide additional research work such as custom or adhoc surveys are occasionally done on an “as needed” basis or as required by the business provided these are not complex or are straightforward in nature.

Qualifications

• Must possess at least a Bachelor's/College Degree, any field
• At least 1 year of relevant working experience is a plus.
• Any professional data or market research qualification/accreditation is preferred but not required – ISO / MRS / ESOMAR or equivalent.
• Background on B2B or consumer research is preferred but not required.
• Hard/Technical, Soft Skills and Complimentary Skills
• Proficient with Excel, PowerPoint, Word, Outlook, Power BI or Tableau, and other research software
• Strong analytical, quantitative, and deductive reasoning skills
• Good communicator and strong presentation skills
• Proven Ability to interpret data tables (Data Visualization skills are highly desired)
• Strong Mathematical and Statistical skills
• Highly numerate and an Analytical thinker
• Able to analyze research data; writing research reports that highlight actionable insights
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.