CX Research Specialist

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role 

As a CX Specialist, you will play a key role in uncovering actionable insights that drive exceptional customer experiences. This role involves gathering, analyzing, and interpreting customer data and feedback to support decision-making across various teams. You will collaborate closely with marketing, product development, customer support to ensure that customer needs and expectations are fully integrated into the business strategy.

Customer Research & Data Collection:

• Design and execute customer surveys, interviews, and focus group discussions (FGDs) to gather insights on customer needs, behaviors, and pain points.
• Monitor and analyze customer feedback from multiple channels (NPS, CSAT, reviews, social media, etc.).
• Conduct competitive and market research to understand customer expectations and emerging trends.

Data Analysis & Reporting:

• Analyze qualitative and quantitative data to identify trends, patterns, and root causes of customer satisfaction and dissatisfaction.
• Use statistical tools and CX software (such as Qualtrics, SurveyMonkey, or others) to interpret data and provide actionable insights.
• Prepare reports, presentations, and visual dashboards to communicate research findings to stakeholders.

Collaboration & Strategic Recommendations:

• Work closely with cross-functional teams, including Product, Marketing, and Customer Service, to ensure customer insights are incorporated into decision-making.
• Provide recommendations to enhance customer journeys and experiences, improving customer satisfaction and loyalty

CX Program Development:

• Assist in the development and management of customer feedback loops to continuously measure and improve customer satisfaction.
• Support the development of customer personas, journey maps, and segmentation strategies to personalize experiences.

Customer Insight Tracking:

• Stay updated on emerging trends, tools, and best practices in CX research to ensure continuous improvement in research methodologies.
• Track the performance of CX initiatives and measure their impact on customer experience metrics (NPS, CSAT, customer retention, etc.).

Must haves

• Bachelor’s degree in Marketing, Psychology, Sociology, Business, Communication Research, or a related field
• 2+ years of experience in customer research, market research, or a similar role focused on customer insights.
• Experience with research tools (such as Qualtrics, Google Analytics, Tableau, or similar).
• Strong analytical skills with the ability to interpret complex data and transform it into clear, actionable insights.
• Excellent communication and presentation skills, capable of conveying findings to both technical and non-technical audiences.
• Proficiency in survey design, statistical analysis, and data visualization.
• Ability to work cross-functionally and influence decisions based on research.
• Customer-focused mindset.
• Detail-oriented and organized with the ability to manage multiple projects simultaneously.
• Passionate about improving customer experiences and making data-driven decisions.