Senior Executive - Research & Insights

External Customer Experience (CX) Support

• Support the ongoing External Customer Experience (CX) measurement across event organizers, exhibitors, visitors, along with the periodic Commercial, Retail and Residential Tenant Satisfaction Surveys across DWTC’s real estate portfolio, as well as the Annual Staff Accommodation Survey
• Work within DWTC CRM systems to extract customer lists (e.g. Event Organizers, Exhibitor Services, etc.) and format them according to the survey requirements
• Liaise with the various stakeholder teams (commercial, planning, customer care, etc.) to ensure completeness of customer lists with required details for running the surveys, reconcile issues with duplicates, etc.
• Work within survey systems (Qualtrics, Alchemer) to program and run surveys, including questionnaires, survey logic, embedded customer data aligned with customer lists and survey directories, manage survey distributions, etc.
• Liaise with IT and other relevant teams to streamline the flow of customer data from CRM systems to the survey platforms, and work on automating processes
• Escalate customer complaints obtained through the CX channel to the relevant internal teams and encourage prompt issue resolution and loop closure with the customers

Data Analytics and Reporting

• Support with quantitative analysis, including raw data cleansing, data tabulation, visualization and interpretation of survey data
• Support with qualitative data analysis, including open comment categorization on an ongoing basis, as well as for periodic survey reporting
• Leverage technology and AI tools to improve efficiency of existing data analysis processes, particularly qualitative data
• Support with ongoing maintenance of existing and developing new dashboard reports as per business requirements
• Support with producing structured, clear and visually appealing research reports and presentations, with actionable insights

Fieldwork Survey Coordination

• Support with coordinating the face-to-face survey fieldwork across DWTC and DEC venues, including on-site supervision, researcher support and troubleshooting, etc.
• Support with ongoing quality control of responses received and perform field researcher training as required
• Support with daily target setting, analysis, and reporting of fieldwork performance
• Support the administration of online and phone surveys, including survey set-up, reviewing respondent lists, monitoring response rate towards assigned targets, and status reporting

Event Statistics and Economic Impact Assessment

• Maintain updated event participation records aligned with DWTC systems and relevant stakeholders
• Desk research on published data by Event Organizers or in the press (e.g. Post Show Reports, Press Releases, Social Media posts, etc.)
• Support with Economic Impact Survey raw data cleansing and formatting for the Economic Impact Model

Administrative Responsibilities

• Maintain up-to-date and accurate databases, research repositories and archives (questionnaires, customer lists, reports, etc.)
• Coordinate the temporary survey staff as per project requirements and according to budget, including liaison with the temporary staff agency
• Support the preparation of the Annual Event Survey Calendar
• Support with preparing submissions to Corporate Strategy for BU Performance Evaluation
• Office-based job; require working longer hours on a computer
• The role requires the ability to work effectively when under time bound pressures, deadlines and to deliver quick turn-around times
• Occasional working over weekends as the role is linked with the corporate business cycle, particularly the Annual Event Calendar

Formal Education

• Bachelor’s degree in Market Research or in the broader areas of Marketing, Economics or Statistics. A master’s degree or an MBA would be considered as an advantage
• Additional diplomas or certifications specific to qualitative or quantitative research principles would be preferred

Work Experience

• Minimum 3 years’ work experience in a similar role (e.g. as a market research or consumer insights analyst, customer experience specialist, research project manager, etc.) within a market research agency or consultancy
• Prior professional experience and exposure to quantitative and qualitative research methods and data analysis is a mandatory requirement
• Experience working for medium-to-large service organizations will be considered as an advantage

Skills & Knowledge

• Excellent command of written and verbal English language
• Experience with different survey data collection methods, including face-to-face, telephonic, and online
• Advanced Excel proficiency and experience with data organization, tabulation and graphical representation, skilled at working with complex formulas and statistical methods
• Experience with PowerPoint slide decks creation (e.g. market research reports or similar business reporting)
• Experience working with Qualtrics XM would be considered as an advantage
• Strong analytical and numerical skills with exceptional attention to detail, critical thinking and problem-solving attitude
• Excellent organizational skills with the ability to multi-task, work to deadlines, and effective time management
• Strong interpersonal and organizational skills, able to work autonomously as well as experienced in working with medium-to-large organizational structures and teams
• Certified professional training in aspects such as research methods, data analytics, project management, or business strategy and planning are considered a strength