Job Description

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. For more information please contact:

Nadine Mundy