(Cen) Customer Insights Analyst

hace 3 semanas

Saltillo, México CEMEX A tiempo completo

As a Customer Insights Analyst you will play a vital role in understanding both internal and external stakeholders. Including their needs, preferences, and motivations to help the organization in delivering best-in-class experiences.

You will design, plan, and execute research activities based on the organization's needs. You will select the most suitable research methodologies to conduct quantitative and qualitative research exercises in order to generate actionable insights.

You will also be responsible of leveraging the obtained information to help the business understand and prioritize user experience, as well as partnering with cross functional teams to ensure a seamless experience across digital and physical channels.

**Main Responsibilities**:

- Conduct discovery sessions with stakeholders and draft research proposals based on their requirements.
- Identify and select the most suitable research methodology based on the project's objectives, while considering its duration, budget, and overall impact.
- Conduct quantitative and qualitative research, considering methods such as user interviews, focus groups, day in the life, workshops, and surveys to truly understand and empathize with our customers. These exercises can be either virtual or in-person.
- Synthesize gathered information into actionable value-added insights taking into consideration possible patterns and trends that may result from these exercises.
- Identify areas for improvement and ideate solutions.
- Create insightful reports to be shared with stakeholders in order to raise awareness on user needs. These should be clearly written reports and should include graphic elements as support.
- Design and lead workshops to promote collaboration among stakeholders and ideate high impact solutions that will improve our customer experience.
- Work collaboratively with stakeholders, including product owners to ensure actions are being taken regarding opportunity findings.
- Create guidelines to effectively conduct research exercises and share best practices with cross functional teams.

**Position Challenges**:

- Become an agent of change by demonstrating and voicing the importance of User Research.
- Be able to analyze data and extract actionable insights from it.

**Qualifications**:

- Academic Background: Bachelor's degree in Design, Marketing, Innovation, Psychology, or equivalent practical experience.
- Areas of expertise: At least 2 years of end-to-end experience with all aspects of research.

**Technical skills**:

- High experience with qualitative and user-centered methodologies (i.e. one-to-one interviews, usability testing, survey design, heuristic analysis, etc.)
- Proficient in using various user research tools & testing platforms. (i.e. Miro, Condens, Airtable, etc.)
- Experience building User Personas, journey maps, service blueprints, and other important research templates.
- Good data synthesis to analyze extracted qualitative and quantitative data.
- Experience designing and facilitating ideation workshops with large audiences.

**Soft Skills**:

- Ability to work independently but also collaborate cross-functionally, with the opportunity to mentor and support multidisciplinary teams.
- Excellent communication, presentation, interpersonal and analytical skills.
- Ability to lead multiple projects at the same time.
- Strong analytic capabilities to provide insights and recommendations.
- High levels of empathy and emotional intelligence.
- Proactive and self-driven, with a strong work ethic.
- Facilitation for decision making and prioritization.
- Good storytelling skills and good attention to detail.
- Ability to formulate creative solutions to opportunity areas.

**Internal/External Relations**:
INTERNAL
- Product Management
- UX &Product Design
- Customer Experience
- Digital Marketing

EXTERNAL
- CEMEX Go users
- CEMEX customers
- Consultants and UX agencies (occasionally).

**CEMEX Diversity and Inclusion Statement**:
At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity, and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.

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