Meet George...
Day in the Life of a Customer Insights Lead.
It's a pretty varied role - ranging from interacting with our research partners, having conversations with stakeholders about their customer challenges, to undertaking our own research projects and presenting the insights back. A big part of it is having conversations with customers and transforming that feedback into insights our team can use to drive strategy.
As part of my role, I'm responsible for managing our team's capacity and prioritising our focus areas with stakeholders, defining our strategic vision and capabilities and working closelywith finance and procurement to manage our research tools and budget. Beyond that, I also get my hands dirty with day to day insights generation. This could include taking on briefs, designing and implementing research programmes, analysing data, writing reports and delivering insights to our teams.
As part of my role, I'm responsible for managing our team's capacity and prioritising our focus areas with stakeholders, defining our strategic vision and capabilities and working closelywith finance and procurement to manage our research tools and budget. Beyond that, I also get my hands dirty with day to day insights generation. This could include taking on briefs, designing and implementing research programmes, analysing data, writing reports and delivering insights to our teams.
The Best Part of Your Job.
Beyond the learning opportunities and collaborating with great people, it's the trust team members have in us as subject matter experts of our customers. This provides us the flexibility and freedom in our approach to generating insights, which always keeps things fresh in my opinion.
Why TWG.
It's being part of a team dedicated to helping New Zealanders find great value everyday. My team hear so many stories from customers about their experiences at our stores, both good and bad. TWG impacts our communities in a really positive way. I'm proud to be able to have those conversations and share insights across the wider team so we can keep improving what we do.
Words of Wisdom.
Be curious, have an open mind, take risks and be creative. The customer is King - so dont be afraid to back your ideas and insights with customer knowledge.
Stepping into this role requires being able to deal with complexity, thinking outside the box, building relationships and not being afraid to step up and take some initiative. Obviously, being adept at understanding themes and patterns in data, designing research approaches, strong attention to detail and being able to multi-task are critical skills for any insights or research professional. But more importantly its having a positive mindset and a willingness to learn that I look for and value in people.
Stepping into this role requires being able to deal with complexity, thinking outside the box, building relationships and not being afraid to step up and take some initiative. Obviously, being adept at understanding themes and patterns in data, designing research approaches, strong attention to detail and being able to multi-task are critical skills for any insights or research professional. But more importantly its having a positive mindset and a willingness to learn that I look for and value in people.
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