Consumer Insights Intern

Role Overview

Our Consumer Insight function owns the customer journey — understanding why customers buy, why they don't, and where the experience breaks down — and turns that insight into real process improvements. We're looking for a Consumer Insight Intern based at our Glenmarie HQ to help us understand the Malaysian customer experience firsthand. You'll speak directly with customers, validate who our customers actually are, and help map out how they experience our core services. This is a hands-on learning role: you'll get direct exposure to customer research, persona building, and journey mapping, with guidance and review from the CX Executive at every step.

Key Responsibilities

• Conduct Customer Interviews: Interview buyers, non-buyers, and inactive or churned prospects to understand their experiences, satisfaction levels, reasons for drop-off, and unmet needs using structured interview guides provided by the CX Executive.
• Validate Customer Personas: Analyse interview findings to validate and refine customer personas, challenging existing assumptions about customer profiles, behaviours, preferences, and decision-making factors.
• Map Customer Journeys: Document the end-to-end customer journey across iMotorbike’s service offerings, identifying key touchpoints from initial awareness and consideration through purchase and post-service.
• Identify Experience Gaps: Identify and document customer pain points, friction points, and process breakdowns based on interview findings and journey mapping.
• Support Experience Improvement: Contribute ideas and recommendations for creating a more seamless and consistent customer experience across key touchpoints.
• Monitor and Escalate Issues: Highlight recurring complaints, potential risks, and significant process issues to the CX Executive for further review and follow-up.
• Document Research Findings: Organise interview notes, customer feedback, and research findings into clear documentation to support analysis and improvement initiatives.

Requirements

• Currently pursuing a Diploma or Bachelor's Degree in Business Administration, Marketing, Psychology, Communications, Social Sciences, or a related field.
• Strong verbal communication and interpersonal skills, with the confidence to engage with customers and prospects.
• Good analytical and critical-thinking skills, with the ability to identify patterns and insights from customer feedback.
• Strong listening skills and the ability to ask relevant follow-up questions during interviews.
• Good organisational skills and attention to detail when documenting interview findings and customer feedback.
• Able to communicate fluently in Bahasa Malaysia and English.

Pay: From RM500.00 per month

Benefits:

• Professional development

Work Location: In person