Customer Research and Insights Practitioner

1203 Barclays Global Serv. Cent; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

1203 Barclays Global Serv. Cent in Gurugram is looking for an individual to lead research initiatives, enabling innovative customer experiences for our users. The role entails overseeing research programs, managing teams, and ensuring high data quality while integrating insightful findings into various business functions.

The ideal candidate will have a Master’s degree and expertise in survey platforms, statistical testing, and data visualization. Join us to influence our strategic direction and enhance customer relationships.

Qualifications

• Experience building and managing surveys using platforms like Qualtrics.
• Perform statistical tests such as t-tests and regression analysis with Excel.
• Develop sampling frameworks ensuring high-quality data collection.

Responsibilities

• Deliver end-to-end research programmes in collaboration with various teams.
• Develop and test prototypes and mock-ups, utilizing customer feedback.
• Monitor emerging technologies and industry trends for customer insights.

Skills

Survey building and management

Data analysis

Statistical testing

Data visualisation

Communication skills

Education

Master’s degree in Statistics, Psychology, Economics or related field

Tools

Qualtrics

UserTesting

Excel

Job description

Purpose of the Role

To deliver the collection and analysis of research into customer needs, experiences and interactions to support the creation of beautiful, useful and innovative experiences and communications for our 20m UK customers and to place the Customer Voice at the heart of everything we do.

Accountabilities & Responsibilities

• Deliver end‑to‑end research programmes synergistic with Design/UX, Colleague, quantitative research and CX tracking.


• Collaborate with Design, Product, Channel, Marketing, Transformation and Technology to brainstorm innovative design concepts and integrate research findings into all innovation cycle stages.


• Develop and test prototypes, mock‑ups or value propositions, using usability feedback from customers and stakeholders.


• Monitor emerging technologies, industry trends, design best practices and economic trends that may impact the customer landscape.


• Utilise data‑analytics tools to extract insights from market research, customer surveys and feedback sessions to identify new opportunities and evolving needs.


• Manage all risk relating to the Insight process, especially Data Privacy risk, and maintain alignment with Chief Controls Office and Data Privacy Compliance.


• Oversee all Research programmes, manage colleagues, implement departmental goals, and ensure efficiency and effectiveness.

Expectations & Leadership

• Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.


• Collaborate closely with other functions and business divisions.


• Lead a team on complex tasks, set objectives, coach employees, and manage performance appraisal and reward outcomes.


• Demonstrate the four LEAD behaviours: Listen and be authentic; Energise and inspire; Align across the enterprise; Develop others.


• For individual contributors, lead collaborative assignments, guide team members, identify new directions, and consult on complex issues.


• Identify ways to mitigate risk and develop new policies/procedures supporting the control and governance agenda.

Basic / Essential Qualifications

• Experience building and managing surveys on platforms such as Qualtrics and UserTesting (including conjoint, MaxDiff studies).


• Develop sampling frameworks and ensure high‑quality data collection and cleaning.


• Translate business questions into research hypotheses and survey instruments.


• Perform statistical tests (t‑tests, ANOVA, MANOVA, regression analysis) using Excel.


• Synthesise quantitative findings with qualitative and secondary data with insight managers/design researchers.


• Create compelling visualisations and reports tailored to the relevant audience.


• Present insights to senior leadership and cross‑functional teams.


• Identify opportunities for new research initiatives and contribute to thought leadership.

Desirable Skillsets

• Master’s degree or higher in Statistics, Psychology, Economics, Market Research or related field.


• Experience in quantitative research, ideally in a commercial or consulting setting.


• Advanced proficiency in Excel for statistical analysis and data visualisation.


• Experience with Qualtrics, UserTesting or similar survey platforms.


• Strong communication and storytelling skills.


• Ability to manage multiple projects and work independently yet collaboratively in a team.

Location

Based in Gurugram.