Product Insight Coordinator

Summary

Salary
Base + performance based bonus + competitive benefits
Team
Claims and Insights
Location
Seoul - South Korea

Description

We demand the most from our products and we want to exceed our customers’ expectations from purchase and onward throughout the product’s life. Dyson is expanding rapidly in Korea but faces tough competition from local manufacturers. Product quality at Dyson goes far beyond product reliability and supply quality. We want to exceed our Korean customers’ expectations and delight them with our innovative technology. The role being advertised has two distinct responsibilities Product Reliability and Product Insight to support next generation development.

In Reliability proportion of the role will gather field evidence to help ensure our products work fully every time the customer needs. By understanding the reliability issues of our products in-market and their root causes, and the associated impact on quality perception, they will help to build an evidence-based picture to bring to life the voice of the customer. In this varied role, interacting with multiple engineering disciplines and the wider business, they will drive year-on-year improvements in design quality through all stages of the product lifecycle from inception to end-of-life.

The objective of the insights proportion of the role is to understand the Korean consumers’ perception of our existing and competitor technology through reviews analysis, product trials and other insight techniques so we can drive excellence in the next generation of our technology.

Accountabilities

Product Reliability – Using all available data sources, the role will provide localised information and insight to the Quality Category Teams on perception of Dyson products, with the primary focus of product reliability.

  • Engineering Paretos; perform basic engineering analysis of returned faulty parts or products in order to identify the actual failure modes driving customer complaints.

  • Customer Comment Paretos; analyse data recorded by the customer service team in order to identify the main symptoms of customer complaints.

  • New Product Launch Tracking; review and summarise all customer contact activity in territory during the first three months of launch in order to identify issues as quickly as possible and escalate accordingly. Perform basic engineering analysis on all returned parts or products providing regular updates to the Quality Category Teams.

  • Early Warning Activity; regularly meet with the customer service team to obtain anecdotal feedback of potentially increasing issues and further investigate and report accordingly.

     

Local Market Support – Provide localised Engineering support to the wider business.

  • Liability Claims; assist with any local liability claims providing engineering insight into reported issues, reporting to the Quality Category Teams as required.

  • Retailer Claims; assist with any local product reliability claims from Retailers providing engineering insight into reported issues, reporting to the Quality Category Teams as required.

  • Engineering Support; provide general engineering support to other areas of the business when necessary. Activities may include but not limited to customer care and service support, product refurbishment, technical training, media, PR and James Dyson Foundation support, product rework, product compliance.

     

Indirect customer insight – Using all available data sources the role will provide localised    information/insight to the category on perception of Dyson & Competitor products, with the primary focus that of reliability & satisfaction of experience. Included (but not exclusive) are Online Reviews, Professional Publications (e.g., Social Media data, YouTube etc.)

  • Liaise with each Quality category to define specific Insight requirements for review e.g. what products, timeframe, markets, data sources etc.

  • Ensure that on-line reviews are translated (where applicable) & categorised to identify consumer likes & dislikes with both Dyson and Competitor products. Ensure methodology is aligned with other Group functions i.e. Commercial Insights, Mechanistic etc.

  • Liaise with the Data team within Quality to ensure continual enhancement of the data tools (e.g. Tableau) to ensure the data reflects the requirements of the market teams.

  • Under Category guidance create reports to communicate regional areas of interest.

     

Direct customer insight - Utilise existing Dyson customers to extract detailed insight into the use & perception of our products, with the primary focus that of reliability & satisfaction of experience. Achieve this through survey tools & direct interview (on the phone or face/face).

  • Liaise with each Quality category to define specific Insight requirements for review e.g. what products, timeframe, markets, methodology etc. Agree specific work package definitions.

  • Using the appropriate (& pre-agreed) tools generate series of questions to tease out the required insight from consumers e.g. surveys.

  • Categories customer data recorded by the customer service team in order to identify the main symptoms in customer complaints.

     

Trials - Manage a defined set of internal product trials to provide insight to the quality, reliability & user perception of products in development & in the market.

  • Facilitate internal market product trials at specified points in the development lifecycle - 01 Rig/EB1 etc. as defined by category quality

  • Create & manage a local plan for the trial including support in targeting trial individuals, delivery program, survey distribution etc.

  • Support the creation of trial surveys (to ensure local/cultural details are considered) and in translation into local language. Conversion of results into English is also a requirement.

  • Support the benchmarking of competitor products during trials for comparison - survey trials for feedback to include perception scores/star rating.

  • Generate weekly/monthly status reports to communicate current position of each/every trial across all categories & territories


Skills

 

EXPERIENCES

 

MINDSET

 

 

·        A degree in a relevant engineering, design, Science or insights / Data analysis discipline (or equivalent qualification) with Min.1~2years and Max.5years experience.

·        Knowledge and understanding of common manufacturing processes for domestic appliances.

·        Ability to communicate well through a variety of media and work cross functionally with other teams.

·        Good organizational skills with the ability to multi-task and manage time across multiple activities and categories.

·        Fair business English competence (TOEIC 700+)

·        Good problem solving skills.

·        IT Literate and ability to use Microsoft Software Packages at an intermediate level.

·        Six sigma green belt will be plus with ability to use Minitab at an intermediate level.

 

·        A challenger, with entrepreneurial outlook and behaviours; energised by thinking differently, not being constrained by classic ‘rules’; critically evaluates and ‘fights’ the system.

 

·        Willingness to get stuck in, get your hands dirty and be a flexible team player

 

Benefits

The successful candidate will receive a competitive compensation package which will include a base salary and annual performance bonus scheme.

Posted: 13 March 2019