Customer Insight Specialist

7 days ago


Centurion, South Africa Ergasia Placements Full time

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. For more information please contact: **Nadine Mundy



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