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.
What You Will Do
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.
What You Will Need
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.
Company Culture:
Our company culture is built on Customer Centricity, Innovation, Teamwork, Excellence in Execution, Constant Learning. We value diversity and inclusivity and strive to create an environment where everyone are inspired to grow and succeed fast together.