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Title:  Qualitative Research Supervisor Job


Job Title:

Qualitative Research Supervisor


Job Category:






Job Code/ Req#:




Riyadh, Saudi Arabia

Position Type:



Job Description                                         

The CX Qualitative Research supervisor is responsible for analysing customer data and feedback to translate into actionable insights, and conducting ongoing customer and market research to understand trends and areas of opportunity. This role is also responsible for conducting user /customer research, market research, and all activities of qualitative research to understand customer’s behaviour, emotions, expectation and over all experience.

Role and Responsibilities

  • Conducts qualitative customer/user research to generate customer insights for policy development and service design, e.g. customer observations, interviews and focus groups usability testing.
  •  Conduct customer research to collect insights to inform the development of customer journey maps and strategic priorities through comprehensive reports.
  •  Gard personal, segments preferences and follow customer centric methodologies, to implement research results. 
  • Synthesise information obtained through customer research form hypotheses to validation with customers to propose solutions and initiatives.
  •  Conduct market research to collect data on relevant trends and insights; consolidate information into actionable items, reports and presentations.
  • Maintains knowledge management repository including market research and results from customer research and testing.
  • Lead the effort to build and monitor the supervision activities over the quantitative customer research process and framework.
  • Innovate new ways to conduct quantitative customer research.

Qualifications and Education Requirements

  • Bachelor's degree in business, statistics or related field (quant), computer science , MIS.
  • 3 to 4 years of relevant work experience.

Preferred Skills

  • Experience in customer /user research and market research analysis.
  •  Experience in deriving customer insights and using customer feedback to improve CX.
  •  Experience in complex problem solving, judgment, critical thinking and decision making.
  • Excellent knowledge of data collection methods (polls, focus groups, surveys etc.).
  • Comfortable with large amounts of data and proficient with data modelling tools to organise and structure information.
  • Hands-on , Strong problem-solving skills and ability to make quick decisions in complex environments.
  • Willingness to roll up your sleeves to dig up the evidence you need to make compelling arguments.
  • Ability to interpret large amounts of data and to multi-task.
  • Strong analytical, critical thinking and problem solving skills.
  • Strong communication and presentation skills.
  • Strong data collection, validation and auditing skills.
  • Ability to build executive reports using various data visualization tools.
  • Strong business acumen and ability to translate research findings into tangible solutions and plans.
  • Strong operational and analytical abilities.
  • Strong track record of recruiting, developing and retaining a high performing team.
  • Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  •  Familiarity with CRM programs, statistical packages (SPSS, SAS or similar), databases and MS Office.
  • Search engines, web analytics and business research tools acumen.
  • Exceptionally strong leadership, communication and relationship-building skills, including experience effectively communicating with senior management.
  • Excellent attention to detail.
  • Excellent interpersonal, networking and verbal and written communications skills.

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