• Project Management and Delivery

Manage and lead project within timeframes, manpower and budgets in order to deliver research agenda in line with commitments made to function Heads/Internal stakeholdersPerform project management activities i.e. project scoping, project sizing, stake holder engagement and education, document/RFP, functional specifications, user acceptance tests, service level agreements (SLAs) ensuring the project objectives are met

• NPS and Customer Research

Manage and lead research studies from beginning to end as required to meet the needs of the business and assist in the delivery of strategic research to enable the business to deliver on their committed strategic chartersVendor ManagementManage Vendor relationships and act as the point of contact for the external research agencies to undertake customer research projects as requiredPolicies, Processes, Systems and ProceduresAdhere to all relevant organizational and departmental policies, processes, standard operating procedures and Instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholdersSelf-ManagementManage Self in line with banks people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performanceCustomer ServiceDemonstrate our promise and apply the ADCB service standards to deliver the banks required level of service in all Internal and External customer reactionsSkillsExperience ,Qualifications & CompetenciesAt least 5 years of experience in customer research and applied quantitative and qualitative tools, either as a client or research agency. At least 3 years of experience in usability testing, user experience in web and mobile, focus group moderation, facilitation of design workshops and data analyticsGraduate in Business Management, Quality Management, Banking, Economics or related subject

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