Consumer Insights Researcher, Research Operations and Voice of Customer

H&R Block•Kansas City, MO

3d•Remote

About The Position

As the Consumer Insights Researcher, Research Operations and Voice of Customer, you will lead efforts to improve the efficiency and effectiveness of the research organization by improving operations, managing research tools, and putting in place AI-enabled agents and processes. You will also support our Voice of Customer experience survey program helping set up and deliver programs to gather client feedback. In addition, you will lead our consumer trends work, which will help ensure our senior leaders are able to make insights-informed decisions. You will support the broader organization by leading qualitative and quantitative research projects as needed.

Requirements

Bachelor’s degree in Marketing, Business, Psychology, or a related field
2+ years of experience in consumer insights, market research, Voice of Customer programs, or related fields
Familiarity with qualitative and quantitative research methodologies, including survey design and analysis
Experience in synthesizing secondary research and various data sources
Strong project management skills with an ability to manage multiple projects and prioritize effectively
Problem-solving skills and attention to detail
Experience working in a team environment
Passion for improving processes and using AI to increase effectiveness

Nice To Haves

5+ years of experience in insights, research, or behavioral science roles within consumer-facing businesses, ideally in technology, fintech, or tax/financial services
Experience in gathering and bringing to teams competitive intelligence, category trends, market shifts and whitespace opportunities
Experience shaping or scaling research functions, including building frameworks, processes, governance models, or research operations
Expertise with modern research tools (e.g., Qualtrics, UserTesting, or similar)
Experience supporting Voice of Customer programs
Experience managing research and agency vendors
Master’s degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Behavioral Science, Marketing Research, Data Science, Business) is a plus

Responsibilities

Define and enhance research processes, tools, governance, and documentation
Lead knowledge management of insights and competitive intelligence
Lead the efforts to transform the research function through AI-led tools and agents
Lead the management of the research suite of tools
Provide project management and insights support for the Voice of Customer program
Serve as the consumer trends lead, putting together reports on what trends will impact the tax and financial services industries and H&R Block
Synthesize insights across diverse internal and external studies and data sources into cohesive narratives that generate actionable insights for internal stakeholders and teams
Lead qualitative and quantitative research projects as needed