Customer Research Analyst

Customer Research Analyst

The position reports to the Customer Experience Specialist

Working hours: 10am to 7pm

Job Overview: 

A builder role, inside a traditional industry, on a small team that's creating a capability from scratch. The work is real, and the impact will be visible. You'll spend your days talking to real TIME customers: new subscribers finding their feet, long-time users, and people who've chosen to leave us. Your job is to understand what's actually happening in their lives, and turn those conversations into insight the business can act on.

Your work life:

Customer interviews - your core craft

• Run conversations across the full customer journey: acquisition, usage, and churn
• Work within the 3–7pm weekday window, when customers are most reachable
• Build rapport quickly with strangers across age groups, regions, and backgrounds
• Navigate difficult conversations with empathy — including with customers who've had a poor experience

Make the interviews count - turn stories into problems worth solving

• Prepare and iterate interview guides alongside the CX lead
• Make sure patterns can be spotted at scale
• Contribute to hypothesis trackers that trace recurring themes across interviews
• Help synthesise findings into executive-ready narratives

Solve the problems - nudge and build solutions

• Shape and define recommendations that other teams can act on
• Advocate for the customer perspective in solutioning conversations
• Flag what's working and what isn't — your frontline view is genuinely valuable. We’ll work together to produce work that reaches senior leadership.

To be considered, you’ll need:

We care more about how you think than what you studied:

• Helpful but not required: Background in psychology, education, sociology, communications, marketing, or business.
• Genuine curiosity about people. You ask follow-up questions because you actually want to know, not just strictly following a script
• Active listening. You can hear what someone means, not just what they said.
• Tolerate ambiguity & discomfort. You're okay when the answer isn't fully defined yet. You're not rattled by cold calls, difficult conversations, or awkward silences. You're okay to help figure it out.
• Discipline with detail. You take notes on things that matter that hold up under scrutiny weeks later.
• Fluent English. Fluency in Bahasa Malaysia or Mandarin is a strong plus, given our customer base.
• Fresh graduates are welcome to apply

Send us your CV along with a short note (choose 1):

• Why qualitative research interests you
• A time you changed your mind after talking to someone
• The most interesting thing you've ever learned from a stranger

Our Commitment to You
At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.