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Team Lead, Consumer Insight and Research

Job description


  • Set the annual customer insights strategy to meet the needs of different business units

  • Manage and develop a team of subject matter experts to lead end-to-end research projects, including identifying information gaps, selecting methodologies, vendor management, quality control, and presenting insights

  • Collaborate with the customer experience (CX) team to understand customer and agent journeys, problems, and delights. Support the CX team's solution development and action planning through NPS/CSAT research, concept testing, and customer validation.

  • Establish a point of view based on insights gathered from multiple studies and sources, and share that with relevant business units, such as through a newsletter, roadshow, or presentation

  • Bring advanced research techniques and methodologies to achieve higher cost-efficiency, faster turnaround, and drive broader, deeper insights. This includes introducing ethnographic studies, conjoint research, and setting up/managing an online customer and agent insights community.

  • Develop best practices for the service and UX/UI design teams to conduct user research that informs journey and digital solution design.

  • Interpret quantitative and qualitative insights to support strategy, new segment development, product/proposition development, marketing, and PR


  • Minimum 10 years of working experience in insights and research
  • Strong proficiency in communicating effectively in both English and Cantonese.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer HKD1000 in Apple gift cards for every referred candidate who we place in a role. Terms & Conditions Apply.