Senior Manager – Customer Research & Testing

Senior Manager – Customer Research & Experience Testing

• Design and implement the Customer Research & Usability Framework, defining when and how research is conducted.
• Plan and oversee qualitative, quantitative, and usability studies for customer journeys end-to-end.
• Manage vendor relationships for survey administration, focus groups, and fieldwork.
• Conduct market-benchmarking and competitor-intelligence analyses to inform product and service differentiation.
• Translate research findings into concise insight reports and recommendations for the Design pillar.
• Ensure research covers a diverse customer base — across segments, life stages, and touchpoints.
• Govern data quality, sampling integrity, and ethical compliance in all research activities.
• Consolidate learnings from behavioural and usability testing to identify friction points.
• Present findings to senior management with clear linkages to customer and business outcomes.
• Mentor qualitative and quantitative researchers to strengthen in-house research capability.
• Coordinate with Digital and Design teams to plan and run prototype and mobile-app tests.
• Build and maintain a research repository and governance framework.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager.
• 6 - 8 years’ experience in customer-insight, user experience research or market-research leadership, ideally in banking or digital services.

• Degree in Market Research, Psychology, or Business; postgraduate in Consumer Insight preferred.

Mid-Senior level

Full-time

Customer Service

Banking