About the position
My client, a big name in the retail and franchising space, is looking for a Customer Insight Specialist to lead the charge in uncovering what makes our customers tick and translating those insights into unforgettable products, services, and experiences.
This role is perfect for a tech-and insight-savvy professional with a background in consumer research, UX, or behavioural science who thrives on pattern recognition, emotional storytelling, and creative problem-solving.
This role is based in Centurion.
EE: Open
Minimum requirements:
- Degree in Consumer Science, marketing, UX Design, Behavioural Science or similar,
- At least 2 years of experience in customer insight, journey mapping, or UX research.
- Excellent analytical skills - able to turn messy data into clear stories and action points.
- Proficiency in AI tools, dashboards, or data visualisation platforms.
- Outstanding storytelling and communication skills.
- Ability to work independently, travel and engage in field-based research.
Bonus Attributes:
- Experience in QSR, retail, FMCG, or innovation-led environments.
- Strong visual reporting, or multimedia storytelling skills (photo, video, infographics).
- Passion for food, people and behavioural patterns.
Key responsibilities:
- Lead customer journey mapping, identifying friction points and opportunities for delight.
- Conduct field research via in-store visits, interviews, stealth observations, and digital interactions.
- Analyse behaviour and preferences including decision-making patterns, taste profiles, and pain points.
- Run quick-turn research around in-store pilots, packaging changes, and product rollouts.
Insight Tools & Data integration:
- Build structured customer feedback systems (focus groups, QR surveys, digital forms, loyalty data).
- Use tools like ChatGPT, Qualtrics, Al, and mobile AI apps to automate transcription, tagging, and sentiment analysis.
- Use computer vision and other AI tools to assess customer engagement with physical store elements.
Insight Translation & Innovation Support:
- Translate customer insights into actionable product briefs and experience strategies.
- Collaborate closely with marketing, NPD, and Ops to align findings with project needs.
- Participate in weekly "Insight War Rooms" to pitch ideas and rapid interventions.
- Generate a monthly Customer Pulse Report to guide cross-functional planning.
Market Intelligence & Trend Tracking:
- Conduct trend analysis and competitive audits to anticipate shifts in consumer behaviour.
- Lead regional insight gathering in South African and selected African markets.
- Partner with external research agencies, to build in-house research capability.
Desired Skills:
- Tech-savvy
- Consumer
- Insight
- Specialist
- Degree
- Consumer Science
- UX Design
