Senior Associate Customer insight

Driving Customer Insights and Market Research, including deployment of tools like Net Promoter Score in a B2B Company, preferably an Engineering Services company. Should have an in-depth understanding of B2B business and should have led global customer insights and market research projects.

Key Objective of the Job :

• Facilitate annual Customer Insights – NPS study & C-Sat
• Facilitate NPS action planning workshops across the three territories / Industry Verticals / Delivery Lines of Business to addre ss Customer feedback
• Facilitate implementation of NPS and Customer insights action plans
• Facilitate the implementation of Transformation projects for enhancing the customer insight process
• Facilitate Market Research projects for key businesses, Competitors, and key customers for account planning
• Facilitate competitive analysis on Competitors - market offerings, market trends, pricing / business models, sales, and methods of operation
• Facilitate Market Insights newsletter
• Manage NPS Vendor and ensure productivity

Key Deliverables :

End-to-end management of NPS globally, starting from planning, execution, and driving action plans

Specialized job competencies :

Thorough understanding and hands-on experience of deploying NPS system in B2B company