Associate/Senior Associate, Research

Key Responsibilities

1. Voice of User Research
2. Regularly review user feedback to trace service-delivery flaws.
3. Document and audit the end-to-end experience of users (customers, merchants, or drivers) to identify systemic friction points.
4. Translate raw, localized customer feedback and metrics into clear, structured insight reports for product and operations teams.
   
   
5. On-Ground Field Research Support
6. Support research manager in launching and executing field research, including quantitative and qualitative research, particularly in delivering raw field journals, photo/video documentation and structured summaries immediately following field deployments.
7. Act as the "eyes and ears" of the strategy team by capturing on-the-ground operation via site visits, interviews, video-taking and other data collection tools
8. Shadow couriers, drivers and users during real-world execution to identify frictions, opportunities and gap in usability and service offering
   
   
9. Market Analysis & Competitive Understanding
10. Gather localized field and digital data to assess threats, gaps and potential whitespace opportunities
11. Cross-reference internal operational metrics against voices of users to diagnose business performance to uncover internal growth patterns or vulnerabilities
12. Maintain and update intelligence in user and market sentiments to keep team updated on local policies, competitor product features, pricing, promotional mechanics, service expansions and partnerships

Key Requirements & Attributes

Qualifications & Experience