Market intelligence & Customer Insights Analyst

Role Overview

We are seeking a Market Intelligence & Customer Insights Analyst to support strategic decision-making through data-driven insights, market research, and customer intelligence. The role focuses on transforming quantitative and qualitative data into actionable insights that enhance customer experience, inform strategy, and support policy and service development initiatives.

Key Responsibilities

• Conduct market intelligence, competitive analysis, and sector benchmarking to support strategic planning.
• Design and execute customer research programs (surveys, interviews, focus groups, journey mapping).
• Analyze customer behavior, satisfaction, needs, and expectations across multiple touchpoints.
• Translate data and insights into clear reports, dashboards, and executive-level presentations.
• Support customer-centric initiatives by providing evidence-based recommendations.
• Collaborate with strategy, policy, digital, and service design teams to inform initiatives and improvements.
• Monitor trends, emerging needs, and market dynamics impacting services and stakeholders.
• Maintain structured insight repositories and knowledge dashboards to support decision-makers.

Core Requirements

• 5–10+ years of experience in market intelligence, customer insights, research, analytics, or related roles.
• Strong experience in quantitative and qualitative research methodologies .
• Proven ability to turn complex data into meaningful insights and strategic recommendations.
• Experience working with government, semi-government, consulting, or large organizations is preferred.
• Excellent communication skills with the ability to influence stakeholders through insights.
• High attention to detail, analytical rigor, and problem-solving mindset.

Preferred Qualifications

• Bachelor’s or Master’s degree in Business Analytics, Market Research, Economics, Statistics, Social Sciences, or related fields .
• Professional certifications in analytics, research, or customer experience are an advantage.

Technical & Professional Skills

• Proficiency in data analysis and visualization tools such as Power BI, Tableau, SPSS, R, SQL, or Excel .
• Experience with survey tools, CRM data, and customer feedback platforms.
• Familiarity with customer experience measurement frameworks (CSAT, NPS, CES).