RoleInterns attached to the Market Research, Insights and Customer Experience (MRICX) section will be exposed to the following, guided by Head of MRICX and her team:
The Day-To-Day Activities
- Monitor market, industry and competitor developments across the telecommunications sector, including pricing, propositions, promotions, digital services and customer experience.
- Gather, clean and update market intelligence data for regular reports, dashboards and management presentations.
- Support dashboard development by consolidating data, creating charts and tracking key customer, market and competitor indicators.
- Conduct on-ground customer surveys, intercept interviews and in-depth customer interviews.
- Assist in designing simple surveys to understand customer needs, behaviours, pain points and satisfaction drivers across consumer and enterprise segments.
- Support customer segmentation exercises and identify differences in needs across customer groups, industries, usage patterns and lifecycle stages.
- Conduct mystery shopping and evaluate customer journeys across stores, call centres, websites, mobile applications, social channels and self-service platforms.
- Compare the organisation’s customer touchpoints and service experience against key competitors.
- Document customer observations, pain points, service gaps and improvement opportunities.
- Analyse basic quantitative and qualitative findings and summarise key themes and insights.
- Support the preparation of research reports, insight summaries, presentations and recommendations.
- Assist with a special project involving an AI research house, including research preparation, data gathering, testing, documentation and evaluation of AI-generated insights.
- Coordinate research activities, schedules, fieldwork logistics, participant information and project documentation.
- Ensure customer information and research data are handled accurately, ethically and confidentially.