Associate Director of Patron Research & Insights

The New York Public Library•New York, NY

8d•$125,000 - $135,000•Hybrid

About The Position

The New York Public Library is seeking an Associate Director of Patron Research & Insights to lead institution-wide efforts to capture, amplify, and generate insights directly from our patrons in order to expand our impact and reach our ambitious growth goals. As a key member of the Patron Insights & Analytics team, this role contributes to a core tenet of our 5-Year Strategy: ensuring all of our work – from policies and programs to outreach and marketing – is grounded in a deep understanding of community needs, desires, and behaviors. This role will design and lead an ongoing, collaborative research agenda centered on current and potential patrons, support teams across the organization in conducting their own rigorous, ethical, and actionable studies, and teach the organization how to use this research to improve decision-making. Ultimately, they will work closely with leaders across the Library to turn empathy and understanding of our diverse communities into actions in the service of better serving our patrons and meeting our strategic goals. This is a high-impact, growth area for the Library. The Associate Director role is perfect for someone energized by the opportunity to apply their mastery of user/consumer insights, strategic thinking, and “data storytelling” in service of the Library’s mission. We are looking for someone we can count on to: Own: Institution-wide patron research efforts, including surveys, observations, focus groups, interviews, and mixed-method studies from design through synthesis Standards and governance for patron research methodology, data quality, and ethical practices across the Library A centralized, institution-wide patron research repository to ensure accessibility and usability of insights Teach: Teams how to conduct patron research through tools, frameworks, and guidance How to interpret patron research and translate findings into meaningful action Learn: The diverse needs of NYPL’s patron base, from power users to the underserved and potential audiences The complexity of the Library as an organization and the breadth of our work The nuances of our multi-year strategic goals Improve: The Library’s "research maturity" by enhancing how we collect, store, and act on insights from patron research and data analysis Some expectations for this role are that within: 1 month, this person will: Develop a strong understanding of the Library’s 5 Year Strategy Audit past patron research methods, products, and tools Build relationships with key stakeholders across the Library 3 months, this person will: Draft an initial research plan to advance the 5-Year Strategy in consultation with internal stakeholders Propose new tools, processes, and practices to advance patron research Develop a framework for coordinating, improving, and aggregating patron research across the Library 6 months and beyond, this person will: Lead major research initiatives that inform and influence strategic decisions Be recognized as a trusted, go-to resource for patron insights Increase consistency, quality, and use of research across the organization

Requirements

Bachelor’s degree -OR- 10+ years of professional experience in user/consumer insights
10+ years of professional experience in user/consumer insights
5+ years experience managing, mentoring, and developing a team
Strong command of the full range of user research and evaluation tools, techniques, and methods
Exceptional ability to translate data into stories and insights that support big-picture strategy, including influencing senior leaders
Ability to design and facilitate workshops that enable cross-disciplinary collaboration
Strong moderation skills with the ability to remain neutral and build rapport with diverse groups
Familiarity with core statistical techniques such as significance testing, correlation, regression, distributions, factor and cluster analysis, and basic predictive modeling
Strong quantitative analytical skills, including familiarity with R (preferred), Python, or other statistical programming language
Clear, persuasive, and compelling written and oral communication abilities and comfort presenting to an executive-level audience
Ability to establish productive and trusting relationships within a complex organization, across multiple levels of management and staff
Ability to mentor and coach colleagues to conduct their own research and/or understand how best to utilize findings

Nice To Haves

Preferred experience in a non-profit, government, or cultural institution setting, translating user/consumer insights into public-facing outcomes and mission-driven strategic decisions

Responsibilities

Lead the vision, design, and execution of research, both conducted in-house and in partnership with consultants, that captures institution-wide patron voice, specifically interpreting findings related to the five-year strategy
Coordinate and set standards for patron research for specific programs, services, and products as well as evaluations related to grants, including research design, tool selection, sampling methodology, deployment, and central data storage
Translate complex qualitative and quantitative data into actionable insights for a range of staff, including leadership
Serve as the central lead and strategic advisor for department-level patron research projects to ensure alignment with institutional standards
Produce artifacts and communicate insights clearly and persuasively to a wide range of internal and external audiences
Build capacity across the organization for understanding patron data and translating it into insights into action
Perform other related duties as necessary

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