Senior - Customer Intelligence Analyst

We are looking for a Senior - Customer Intelligence Analyst who can both lead rigorous research and set the quality bar for AI. In this role, you will own high-impact research projects end to end — and define how we judge whether MoMo’s AI-powered insight products are accurate, useful and trustworthy for the people who rely on them.

Mô tả công việc

• Plan and execute consumer research, competitor and market analysis to answer key business, marketing and product questions, ensure report quality and timely delivery of research outputs.

• Design and manage research projects that include either one or a combination of the following types of research: (1) quantitative research such as tracking surveys, e.g. brand health, competitive NPS; U&A, market sizing and segmentation, campaign evaluation etc.; (2) qualitative research such as in-depth interviews, focus groups, diary studies, concept testing etc.; (3) secondary research such as competitor analysis, business model and strategy, product and marketing ideation etc.

• Interpret data into clear and compelling insights that lead to actionable recommendations, and communicate results convincingly to senior stakeholders.

• Coordinate with stakeholders across Business, Marketing, Product, and Communication teams to ensure insight is embedded into execution.

• Ensure research quality across the team: review research plans and outputs of Research Analysts, safeguarding methodological rigor and the credibility of conclusions.

• Improve the standardization of the research process, documentation and knowledge sharing; coach junior analysts in research craft and stakeholder communication.

• Collaborate on designing and automating research workflows, turning manual steps into efficient, tool-based solutions.

• AI product evaluation - define what “good” means for MoMo’s AI-powered insight products (e.g. Persona AI): translate an ambiguous intent such as “make answers more useful” into explicit quality dimensions - accuracy, usefulness, completeness, safety - with rubrics and clear pass/fail criteria.

• Build and maintain golden datasets: representative question sets with reference answers that AI outputs are scored against, kept current as products and user needs evolve.

• Run human evaluation programs: write scoring guidelines, train and calibrate evaluators, and keep scoring consistent and objective over time.

• Stress-test AI products from a user’s perspective before rollout, deliberately probing for hallucination, factual inconsistency and reasoning failures.

• Maintain a failure taxonomy from real usage: read what users actually asked and what came back, name what went wrong, and track failure rates so product quality is measurable rather than anecdotal.

• Turn evaluation findings into product improvements — work with product owners and AI engineers so each round of evaluation lands as a concrete change, and act as a quality gate before launch.

Yêu cầu công việc

• 3+ years conducting market research and/or business consulting, with an excellent command of qualitative and/or quantitative methods.

• Proven track record of independently owning research projects end-to-end and presenting to management.

• Strong foundational knowledge of research tools and techniques - good moderation skills for qualitative work, and comfort with statistical analysis and tools such as SPSS or R for quantitative work.

• Ability to design rubric-based evaluation and grade outputs against defined criteria - the same rigour applied to designing a research instrument.

• High attention to detail, especially in judging language quality, factual accuracy and subtle bias.

• Curiosity and eagerness to try new methods, tools, or technologies; hands-on experience with AI/automation tools is a strong plus.

• Strong business acumen, with the ability to build collaborative relationships cross-functionally to influence strategy and decisions.

• Strong project management skills and experience guiding multiple internal and/or outsourced projects simultaneously.

• A plus: knowledge of fintech or user-focused products, and experience evaluating or building AI-powered products.

• Language: proficient in English. Chinese is a plus.