Job Description:

This position is responsible for developing and delivering key consumer insights to key Customer and Brand Health Experience stakeholders within Marketing and across the broader organization.

Manage all phases of qualitative and quantitative primary research including creation of project briefs, vendor selection and management, drafting surveys, moderator’s guides, and screener questionnaires, analysis, and presentation of research findings.

Partner with others in Brand Strategy and Insights team and across the organization to integrate “Voice-of-the Customer” insights and other relevant internal data to provide a holistic view of the customer experience, as it relates to the customer journey, to determine how business actions are impacting customers across various touchpoints. This includes analyzing data across multiple data sources/data sets.

Succinctly summarize key findings, providing actionable insights and opportunities to key stakeholders to help prioritize investment/improvement opportunities.

Responsibilities:

Serves as insights partner across different CX teams across the org, including Customer Marketing, Channels (Care, Retail, Digital VOC), Product, and others.

Evaluate and measure customer experience and satisfaction at different points in the journey to highlight collective opportunities and risks to the organization.

Uncover and evangelize insights from ongoing customer satisfaction, experience, and deactivation studies to provide actionable recommendations to key internal stakeholders.

Conduct primary research studies (both qualitative and quantitative).

This Process Includes:Working closely with internal stakeholders and to assess research needs and impacts.
Creating research briefs/RFPs.
Vendor selection and management – bringing projects in on time and within budget
Survey or discussion-guide design, development, and final review.
High-level efficient analysis – providing the most impactful top-level insights in brief newsletter reporting format.

Works cross-functionally, sharing relevant insights across teams, and compiling insights from primary, secondary and other Customer Listening Sources to provide a more holistic point of view and strategic recommendations.

Requirements:

3 + years marketing research/consumer insights experience on either vendor or client side.

Thorough knowledge of marketing research methods and best practices, instruments, data sources, and suppliers, and how and where to gather new data.

Expertise in leading research projects independently, from needs assessment through final reporting.

Experience partnering with internal stakeholders and outside vendors/OEM partners in understanding needs and sharing knowledge/insights -including presentations to small and large audiences.

Basic knowledge of Marketing functions/processes, strategic development and business and financial processes.

Proficient in Microsoft Office: Word, PowerPoint, Excel, Outlook.

SPSS and statistical acumen.

Desired:

4 – 6 years direct experience working in one or more of the following industries US wirelesses (e.g., carrier, OEM, software provider, infrastructure provider, consulting or research firm), consumer electronics or technology, consumer/packaged goods.

Experience leading ongoing customer satisfaction, experience and/or deactivation studies and evangelizing insights throughout the organization.

Experience in integrating “big-data” with research results.

Experience working in a demanding, fast-paced environment.

Database querying, including SQL, to conduct data analysis across disparate database sources for the reporting insights to executive stakeholders.

Experience working with Tableau or other data visualization platforms.

Survey-programming proficiency (esp. Qualtrics).

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Consumer Insights Manager