Market Insight Senior Analyst
Cigna
- Dubai
- Permanent
- Full-time
- Key Responsibilities:
- NPS Research Management
- Independently plan, design and execute annual NPS research studies.
- Develop and implement data collection strategies to ensure accurate and timely data collection, with the appropriate incentives.
- Script surveys and monitor fieldwork in Verint.
- Maintain and update Tableau dashboard where NPS data is housed.
- Monitor and track NPS trends over time to identify patterns, correlations, and areas of improvement.
- Collaborate with cross-functional teams to align research objectives with business goals.
- Data Analysis and Interpretation
- Analyze NPS data using statistical techniques and qualitative methods.
- Identify key drivers of customer satisfaction, loyalty and advocacy.
- Perform segmentation and profiling of customer groups based on NPS scores.
- Conduct in-depth statistical analysis to uncover actionable insights and trends.
- Prepare comprehensive reports and visualizations to present research findings to senior stakeholders.
- Insights and Recommendations
- Translate research findings into actionable recommendations for business strategies and decision-making.
- Provide strategic guidance to improve customer experience and loyalty.
- Collaborate with product, marketing, sales and operations teams to implement NPS-driven initiatives.
- Monitor and evaluate the impact of implemented strategies and initiatives.
- Stay up to date with industry trends and best practices in NPS research.
- Cross-functional Collaboration
- Collaborate with internal stakeholders to define research objectives and requirements.
- Work closely with data analysts, strategy & planning, customer experience teams, ad other teams to gather necessary data.
- Communicate research findings and insights effectively.
- Participate in team meetings and workshops to share knowledge and expertise.
- External vendor management
- Independently manage RFPs, contract approvals and invoice processing
- Liaise with external vendors on methodology, sampling, fieldwork progress, incentive planning, reporting and data analysis
- Efficiently check and ensure research outputs are accurate and with high standard
- Analyze and synthesize data for report writing
- The role will report to and be under the supervision of Associate Director.
- Bachelor’s or Master’s degree in Statistics, Market Research, Psychology or related discipline
- Excellent command of both written and spoken English
- Proven experience (minimum 3 years) in managing NPS research trackers and/or customer research independently
- Strong knowledge of NPS methodology and best practices
- Proficiency in statistical analysis software (e.g., SPSS, R, Python) and data visualization tools (e.g., Tableau, Power BI)
- Solid understanding of research design, survey methodologies, and statistical analysis techniques
- Excellent analytical and critical thinking skills
- Strong written and verbal communication skills to present complex data and insights clearly
- Ability to work independently, manage projects simultaneously, and meet deadlines
- Ability to work flexibly across time zones
- Detail-oriented with a focus on accuracy and quality of research outputs
- Experience in the health insurance industry is a plus