Job Description

Customer Insight Specialist (Centurion) Media/Marketing/Sales
Pretoria/Centurion - Gauteng - South Africa
ENVIRONMENT:
A Centurion-based organization in the Fast-Food Space seeks a Customer Insight Specialist, someone who considers themselves 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. Your core role will be to establish and operationalise a structured insight engine that connects customer behaviour, sentiment, and unmet needs with innovation efforts. You will serve as the bridge between real customer experiences and the brands growth and relevance across diverse markets. The ideal candidate must possess a Degree in Consumer Science/Marketing/UX Design/Behavioural Science or similar with a minimum of 2 years' experience in Customer Insight, Journey Mapping, or UX Research with the ability to turn messy data into clear stories and action points, have outstanding storytelling and communication skills & be proficient with AI tools, dashboards, or data visualization platforms.
DUTIES:
Insight Discovery & Research Operations -

• 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 AI, 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.
• Collect and process real-time feedback for instant insight generation and team sharing.

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 and innovation.

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, with the aim of building in-house research capability.

REQUIREMENTS:
Qualifications

• Degree in Consumer Science, Marketing, UX Design, Behavioural Science or similar.

Experience/Skills -

• At least 2 years' 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 visualization platforms.
• Outstanding storytelling and communication skills.
• Travel: Frequent local/regional travel expected. Ability to work independently, travel, and engage in field-based research.
• Own reliable vehicle and valid drivers license.
• Willingness to work occasional evenings or weekends.
• Schedule: Full-time | Flexible hours | Evenings/weekends as needed.
• Tools: Mobile, cloud, and AI-based insight tools.

Advantageous

• 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.

ATTRIBUTES:

• Independent thinkers who can handle ambiguity and translate chaos into clarity.

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