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Customer Insight Specialist

Ergasia Placements

Centurion

On-site

ZAR 400,000 - 600,000

Full time

6 days ago
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Job summary

A leading retail and franchising company is seeking a Customer Insight Specialist to uncover customer motivations and translate insights into products and services. This role focuses on customer journey mapping, field research, and data analysis, requiring a tech-savvy professional with a strong background in consumer science or UX design.

Qualifications

  • Minimum 2 years of experience in customer insight or UX research.
  • Proficient in AI tools and data visualisation platforms.
  • Background in consumer research or behavioural science is preferred.

Responsibilities

  • Lead customer journey mapping and identify friction points.
  • Conduct field research including in-store visits and interviews.
  • Analyze consumer behavior and preferences.

Skills

Analytical skills
Storytelling
Communication
Tech-savvy

Education

Degree in Consumer Science
Degree in UX Design
Degree in Behavioural Science

Tools

Qualtrics
ChatGPT
AI tools
Data visualisation platforms

Job description

My client, a big name in the retail and franchising space, is looking for a Customer Insight Specialist to lead the charge in uncovering what makes our customers tick and translating those insights into unforgettable products, services, and experiences.

This role is perfect for a tech-and insight-savvy professional with a background in consumer research, UX, or behavioural science who thrives on pattern recognition, emotional storytelling, and creative problem-solving.

This role is based in Centurion.

EE: Open
Minimum requirements:

  • Degree in Consumer Science, marketing, UX Design, Behavioural Science or similar,
  • At least 2 years of experience in customer insight, journey mapping, or UX research.
  • Excellent analytical skills - able to turn messy data into clear stories and action points.
  • Proficiency in AI tools, dashboards, or data visualisation platforms.
  • Outstanding storytelling and communication skills.
  • Ability to work independently, travel and engage in field-based research.

Bonus Attributes:

  • Experience in QSR, retail, FMCG, or innovation-led environments.
  • Strong visual reporting, or multimedia storytelling skills (photo, video, infographics).
  • Passion for food, people and behavioural patterns.


Key responsibilities:


  • Lead customer journey mapping, identifying friction points and opportunities for delight.
  • Conduct field research via in-store visits, interviews, stealth observations, and digital interactions.
  • Analyse behaviour and preferences including decision-making patterns, taste profiles, and pain points.
  • Run quick-turn research around in-store pilots, packaging changes, and product rollouts.

Insight Tools & Data integration:

  • Build structured customer feedback systems (focus groups, QR surveys, digital forms, loyalty data).
  • Use tools like ChatGPT, Qualtrics, Al, and mobile AI apps to automate transcription, tagging, and sentiment analysis.
  • Use computer vision and other AI tools to assess customer engagement with physical store elements.


Insight Translation & Innovation Support:

  • Translate customer insights into actionable product briefs and experience strategies.
  • Collaborate closely with marketing, NPD, and Ops to align findings with project needs.
  • Participate in weekly "Insight War Rooms" to pitch ideas and rapid interventions.
  • Generate a monthly Customer Pulse Report to guide cross-functional planning.

Market Intelligence & Trend Tracking:

  • Conduct trend analysis and competitive audits to anticipate shifts in consumer behaviour.
  • Lead regional insight gathering in South African and selected African markets.
  • Partner with external research agencies, to build in-house research capability.

Desired Skills:

  • Tech-savvy
  • Consumer
  • Insight
  • Specialist
  • Degree
  • Consumer Science
  • UX Design
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