Research Clerk – Customer Insights & Analytics Job CIC Insurance Nairobi, Kenya
About the Role
The role provides operational and analytical support in collecting, organising, analysing and presenting customer information under the guidance of the Head of Research or an assigned supervisor.
The Clerk will assist with customer surveys, feedback analysis, customer journey reviews, dashboards and research reporting. The placement is designed to build practical research and analytics capability while contributing to timely and accurate customer insights for business units across the Group.
The role does not carry independent ownership of strategic recommendations, final market assessments, budgets or business decisions. All outputs will be reviewed and approved by the supervisor.
Key Responsibilities
- Assist in collecting customer data and feedback from surveys, complaints, service channels, campaigns and relevant business units.
- Clean, validate, consolidate and organize customer datasets using approved templates and data-handling procedures.
- Support the preparation and administration of questionnaires, feedback tools and customer research activities, including response tracking and follow-up on data requests.
- Analyze customer feedback data to identify trends, service gaps and implications for products and services.
- Update customer insight dashboards, trackers and recurring reports, and support customer segmentation, journey mapping and campaign reviews.
- Conduct desk research on customer behavior, customer experience practices and emerging financial services trends.
- Prepare tables, charts, draft reports and presentation materials, and support stakeholder meetings through notetaking and action tracking.
- Maintain research records and comply with data privacy, confidentiality, information-security and records-management requirements.
Qualifications
- Bachelor’s degree in Actuarial Science, Statistics, Economics, Finance, Data Science, Business Analytics, Market Research or a related field.
- Applicants should be recent graduates.
Key Competencies
- No prior full-time work experience is required.
- Exposure through an internship, industrial attachment, academic research project, data-analysis assignment or business case is desirable.
- Basic analytical and problem-solving ability, with interest in interpreting customer data and feedback. (E)
- Working knowledge of Microsoft Excel, Word and PowerPoint.
- Ability to clean, organise and present data accurately using approved templates.
- Clear written and verbal communication skills.
- Strong attention to detail, time management and ability to follow instructions.
- Ability to work collaboratively, receive feedback and learn quickly.
- High level of integrity and confidentiality when handling customer and business information.
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