JOB PURPOSE: 

The Sr Market Research & Data Officer is crucial in understanding customer needs and boosting revenue and ridership. This role involves collecting and interpreting data from various sources to inform and develop recommendations for marketing strategies, campaigns, service development, and pricing. Additionally, the Sr Market Research & Data Officer will collaborate with internal and external stakeholders to help implement and monitor research campaigns and data initiatives.

RESPONSIBILITIES/DUTIES 

Market Research and Data Analysis

• Lead and manage comprehensive market research projects, including surveys, interviews, and focus groups, ensuring alignment with RDMC's business objectives and overall customer experience strategies.

• Execute and oversee direct research activities with passengers, such as surveys and focus groups.

• Gather and analyze data from diverse sources, including operational reports, contact center interactions, social media, and existing market research, to pinpoint emerging trends and identify opportunities for improvement.

Customer Insights and Recommendations

• Interpret complex data analysis and customer feedback to develop clear and actionable insights.

• Prepare and present strategic recommendations to senior stakeholders, offering specific suggestions for service enhancements, the creation of new customer experiences, and the development of impactful campaigns.

• Collaborate with external organizations and internal departments to develop and implement effective customer insight strategies. This includes collaborating on customer surveys, joint research initiatives, and advancing data systems and technologies.

Continuous Improvement in Customer Experience

• Proactively refine and optimize marketing and customer experience strategies.

• Map comprehensive customer journeys and identify opportunities to optimize customer touchpoints.

• Leverage data-driven insights to ensure continuous improvement across all customer interactions and marketing efforts.

• Maintain and continuously improve marketing databases and dashboards.

• Work closely with the digitalization team to enhance data security protocols, optimize data analysis processes, and improve data visualization capabilities.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS: 

• Bachelor's degree in Marketing, Business Analytics, Economics, Data Science, or related field

• Fluent in Arabic & English (French is a plus).

KNOWLEDGE: 

• Strong interpersonal skills and ability to maintain professionalism with all stakeholders.

• Adequate understanding of services industries and urban public transportation services.

• Excellent in Microsoft Office.

• Data Analysis and Visualization proficiency

EXPERIENCE: 

• 3–5 years of experience in market research or data science

• Experience with market research methodologies 

• Experience with campaign planning and execution is a plus

DESIRED BEHAVIORS & EXPERIENCES

• Dig into data, finding key trends, and turning them into clear, useful advice.

• A team player who can work well with others and clearly explains your findings to senior leaders.

• Look for ways to make things better, refine strategies and use data to continuously improve.

• keep the customer at the heart of everything, work to understand their needs and improve their experience.