Product Research & Customer Experience ExecutiveAbout the Role

We are looking for a Product Research & Customer Experience Executive who can help us deeply understand our market, competitors, customers, and product opportunities.

This role combines competitive research, product research, customer journey analysis, and customer experience improvement.

The ideal candidate should be curious, analytical, detail-oriented, and capable of converting research and customer insights into practical recommendations that can help us build a better product.

This is an ownership-driven role. We are looking for someone who can go beyond collecting information and answer:

What did we learn? What can we improve? And how can we create a better experience for our customers?

Key Responsibilities1. End-to-End Competitor Research

Conduct structured and in-depth research on companies operating in the same or closely related industry.

Research should cover, wherever reliable and publicly available:

- Company overview and background
- Business and revenue model
- Publicly available revenue/financial information
- Funding and growth journey
- Target customer segments
- Key USPs and brand positioning
- Products and services
- Pricing and subscription structure
- Major product features
- Website and application experience
- Registration and onboarding journey
- Purchase/payment journey
- Customer support experience
- Customer acquisition strategies
- Retention and engagement strategies
- Marketing and social media presence
- Publicly available team/company-size information
- Technology stack and third-party tools, where reasonably identifiable
- Partnerships and distribution channels
- Geographic presence
- Customer reviews and feedback
- Common customer complaints
- Strengths and weaknesses
- Recent product developments
- Competitive advantages and differentiation

Research must be conducted using lawful and publicly available sources. Any information that cannot be independently verified should be clearly identified as an estimate, observation, or assumption.

2. Monthly Competitor Research Target

The initial expectation is to conduct structured research on approximately 20 relevant competitors/companies per month.

However, research quality is more important than simply achieving a numerical target.

Each competitor analysis should ideally answer:

What are they doing?

How are they doing it?

Why does it work or not work?

What can we learn from them?

What could we potentially do better?

All research should be properly documented so that findings can be referenced and updated over time.

3. Product Experience Analysis

Study competitors from an actual customer's perspective and understand their complete publicly accessible product journey.

This may include:

Discovery → Landing Page → Registration → Onboarding → Pricing → Purchase → Product Usage → Customer Support → Retention

Identify:

- Features that create a better user experience




- Friction points in competitor products
- Interesting onboarding approaches
- Conversion strategies
- Pricing and packaging differences
- Trust-building mechanisms
- Retention features
- Customer support processes
- Opportunities where our product can differentiate

The purpose of competitor research should ultimately be to generate actionable product insights.

4. Product Research & Improvement

Work closely with the relevant internal teams to continuously identify opportunities to improve our app/platform.

Responsibilities may include:

- Identifying opportunities for new features
- Suggesting improvements to existing features
- Identifying friction in the user journey
- Improving onboarding and registration flows
- Improving purchase and conversion journeys
- Researching industry best practices
- Evaluating relevant third-party tools and technologies
- Comparing different product solutions
- Preparing structured feature recommendations
- Supporting product requirement documentation
- Reviewing newly implemented features from a customer's perspective

A product recommendation should ideally explain:

Problem → Evidence/Research → Proposed Solution → Expected Customer Impact → Priority

The expectation is not simply to copy features from competitors. Every recommendation should have a clear reason and potential value for our customers and business.

5. Customer Experience Improvement

Continuously evaluate our own customer journey and identify opportunities to provide a high-quality, seamless customer experience.

Review the complete journey:

Discovery → Registration → Onboarding → Purchase → Product Experience → Support → Feedback → Retention

Identify areas where customers may experience:

- Confusion
- Unnecessary steps
- Delays
- Product friction
- Communication gaps
- Trust concerns
- Payment-related difficulties
- Feature-related problems
- Support-related issues

Recommend practical improvements based on customer feedback, product observations, and research.

6. Customer Feedback & Root-Cause Analysis

Analyze customer feedback from available channels to identify recurring problems and opportunities.

Instead of treating every complaint as an isolated issue, look for patterns.

For example:

Repeated Customer Complaint

↓

Identify Root Cause

↓

Research Possible Solutions

↓

Compare Industry/Competitor Approaches

↓

Recommend Product or Process Improvement

↓

Review Customer Impact

The objective is to help prevent recurring problems rather than only addressing them individually.

7. Research Documentation & Reporting





Maintain clear and structured documentation of research findings.

A typical competitor research report may include:

Company Overview

Business Model

Revenue/Financial Information

Target Audience

USP & Positioning

Pricing

Product & Features

Customer Journey

Technology & Tools

Team/Company Size

Marketing Strategy

Customer Reviews

Strengths & Weaknesses

Comparison With Our Product

Key Learnings

Opportunities & Recommendations

Research should clearly distinguish between verified facts, observations, estimates, and recommendations.

Key Performance Expectations

Performance in this role will be evaluated holistically based on:

- Depth and accuracy of competitor research
- Approximately 20 structured competitor studies per month
- Quality of research documentation
- Actionable product recommendations
- Identification of recent product opportunities
- Improvements suggested for existing features
- Identification of customer pain points
- Contribution toward improving the customer journey
- Ability to identify root causes rather than surface-level problems
- Quality of market and product insights
- Timely execution of assigned research
- Overall ownership and initiative

Performance will focus on the quality and business usefulness of the work, not solely on numerical targets.

Skills & Qualifications

We are looking for someone with:

- Strong research and analytical skills
- Interest in digital products and technology
- Understanding of customer experience
- Ability to analyze competitors and markets
- Basic understanding of business and revenue models
- Strong internet research skills
- Ability to work with spreadsheets and documentation tools
- Good written and verbal communication
- Strong attention to detail
- Structured problem-solving ability
- Ability to distinguish facts from assumptions
- Ability to learn new tools independently
- Customer-centric thinking
- Product-oriented mindset

Experience in product research, market research, customer experience, product operations, business research, or startup environments can be beneficial.

Candidates with relevant skills, projects, or demonstrable research ability may also be considered.

Who Would Be a Good Fit?

This role would suit someone who naturally asks:

“Why is this happening?”

“How are other companies solving this?”

“What does the customer actually want?”

“Can we make this process simpler?”

“Is there a better product solution?”

We are looking for someone who can move from:

Research → Analysis → Insight → Recommendation → Execution Support → Improvement

rather than simply preparing reports.

Employment Details

Position: Product Research & Customer Experience Executive

Employment Type: Full-time

Workplace Type: Remote

Compensation: ₹15000 per month

Working Days: Mondat to Saturday

Final responsibilities and employment terms will be communicated clearly during the hiring process.

📌 Product Research & Customer Experience Executive (Alappuzha)
🏢 Beafrnd
📍 Alappuzha