User Research Analyst

Purpose

collecting, analyzing, and interpreting customer data to provide insights that enhance the customer experience. The role supports decision-making by delivering actionable findings about customer behavior, preferences, and expectations to improve product and service delivery.

Responsibilities

• Conduct quantitative and qualitative research to gather insights into customer needs and behaviors.
• Analyze customer feedback, complaints, and interactions to identify trends and improvement opportunities.
• Assist in mapping the customer journey by providing data-driven insights into key touchpoints.
• Develop and maintain dashboards and reports to communicate research findings to stakeholders.
• Collaborate with cross-functional teams to implement research-driven improvements.
• Support the identification of customer segments and tailor strategies to meet their specific needs.
• Assist in root cause analysis for recurring issues raised in customer complaints.
• Stay updated on industry trends and best practices in user research and customer experience.

Qualifications

• Bachelor's degree or equivalent experience

Core Competencies

• Customer Focus
• Collaborates
• Self-Development

Years of Experience

• Two years and above

Industries

• Banking / Investment Banking / Financial Technology