CX Research Analyst at Moniepoint Inc.

The Research Analyst specializes in quantitative data analysis, survey design, and statistical interpretation to support customer research initiatives across Moniepoint. This role is responsible for extracting actionable insights from various quantitative data sources (e.g., transactional data, behavioral data, survey responses, customer complaints) to inform business decisions and measure the impact of product and experience changes. A Senior Analyst will lead more complex data modeling and provide advanced statistical support.

Key Responsibilities

• Quantitative Research & Survey Design:
  • Design and develop robust quantitative surveys (NPS, CSAT, transactional, product, ad-hoc) using platforms like Qualtrics, ensuring methodological soundness and optimal data collection.
  • Manage and monitor ongoing quantitative feedback loops, ensuring data quality, coverage, and timely responses.

• Data Analysis & Interpretation:
  • Clean, process, and analyze large datasets from various internal and external sources.
  • Manage customer data for research participant’s panel
  • Apply appropriate statistical methods (e.g., descriptive statistics, inferential statistics, regression analysis, segmentation) to identify trends, patterns, and correlations within quantitative data.
  • Conduct advanced statistical modeling and predictive analytics to uncover deeper insights.

• Reporting & Visualization:
  • Create compelling data visualizations, dashboards (e.g., customer support complaints dashboard), and detailed analytical reports to communicate complex findings in an understandable way.
  • Translate quantitative insights into clear, actionable recommendations for product, marketing, and operations teams.

• Cross-Functional Collaboration:
  • Collaborate closely with Customer Experience Researchers to integrate quantitative and qualitative findings for a holistic view of the customer experience.
  • Provide data-driven support for "epiphany" research projects, market analysis, and competitive intelligence.
  • Work with product teams to define key metrics and set up tracking for new features and initiatives.

• Continuous Improvement:
  • Contribute to the continuous improvement of data collection methods, analytical techniques, and reporting processes within the CX Research team.
  • Identify opportunities for new data sources and analytical approaches to enhance research capabilities.

Required Qualifications

• Bachelor's degree in Statistics, Economics, Mathematics, Computer Science, Data Science, Marketing Research, or a related quantitative field.
• 4+ years of experience in data analysis or quantitative research, with proven expertise in statistical software and leading analytical projects.
• Proficiency in statistical software (e.g., R, Python with pandas/numpy/scikit-learn) or strong experience with advanced Excel and SQL for data manipulation and analysis.
• Experience with survey platforms (e.g., Qualtrics) and dashboarding tools (e.g., Tableau, Power BI).
• Strong analytical thinking and problem-solving skills, with an ability to work with large, complex datasets.
• Excellent written and verbal communication skills, especially in presenting data-driven insights to non-technical audiences.

Preferred Qualifications

• Master's degree in a quantitative field.
• Familiarity with A/B testing frameworks and interpretation.
• Prior experience in fintech, e-commerce, or a fast-paced data-driven environment.

Key Performance Indicators (KPIs)

• Accuracy and robustness of quantitative data analysis.
• Impact of data insights on strategic and operational decisions.
• Timeliness and clarity of reports and dashboards.
• Contribution to the improvement of NPS and CSAT scores through data-driven action plans.
• Complexity and scope of analytical projects led.