Senior Officer/Assistant Manager, Customer Insights

Job Purpose

Key role to empathize customer insights and engagement under Customer Excellence Team framework. This role will support the organisation’s customer initiatives, collaborate with the micro-moment owners to continuously improve our customer experience. 

Responsibilities 

• Manage customer insight projects to build a solid understanding of customer behaviours, perceptions, and key trends. 
• Maintain and review survey systems to ensure proper data collection processes and data quality standards are consistently followed. 
• Perform customer data analysis to identify key pain points and highlight areas for improvement across the customer journey.
• Collaborate with micromoment owners and business teams in VOC meetings to share insights and support follow-up actions to address customer concerns. 
• Coordinate with external research agencies on large-scale studies (e.g. community panel, NPS survey, brand tracking) to ensure smooth execution and timely delivery. 
• Support the implementation of customer initiatives under the customer excellence framework to support achievement of target metrics. 
• Prepare clear and structured reports and dashboards, translating data into actionable insights for stakeholders.

• Bachelor degree in Marketing, Business or equivalent disciplines 
• 3-5 years of working experience in market research/ customer experience/ insights is a plus
• Excellent customer orientation mindset and ability to respond to different types of customers
• Good Command of English and Chinese languages, both spoken and written (Putonghua and advantage)
• Knowledge of customer experience analysis approaches and methodologies
• Excellent interpersonal skills
• Self-initiative, well organized, detailed-minded and able to multi-task under pressure
• More experienced candidates may be considered as Assistant Manager.

Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.

Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request. 

What we offer?

• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development
• Performance Bonus