Customer Experience & Market Research Manager

OGC Global • Philadelphia, PA

18h • Hybrid

About The Position

OGC, a boutique research and consulting agency, is seeking an analytical, detail-oriented Market Research Manager to support a telecommunications client. The role focuses on analyzing and measuring customer experience, particularly NPS and other CX metrics, using multiple data sources to identify trends and drivers and deliver actionable insights.

The successful candidate will go beyond reporting numbers by developing clear narratives about customer experience trends, supporting dashboards and recurring reports, and collaborating with stakeholders to answer complex business questions. The position is based in Philadelphia, with an expectation to work there 3–4 days per week.

Requirements

• 3–6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
• Ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions.
• Experience with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
• Strong experience with Excel and/or data visualization and dashboarding tools such as Tableau, Power BI, or similar platforms.
• Ability to turn data into a compelling, understandable narrative and communicate implications to stakeholders.
• Strong written and verbal communication skills, including confidence presenting findings and insights to cross-functional teams.
• Understanding of quantitative research and survey methodologies.
• Ability to work with multiple data sources, investigate unexpected findings, and independently identify information needed to answer business questions.
• Strong organizational skills and ability to manage multiple priorities and adapt in a fast-paced, evolving environment.
• Ability to commute to Philadelphia, PA, 3–4 days per week.

Nice To Haves

• Experience with qualitative research or journey research.

Responsibilities

• Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.
• Synthesize data and signals from multiple sources to understand customer experience performance and trends.
• Create, maintain, and manage CX dashboards and recurring reports, ensuring information is accurate, relevant, and easy to interpret.
• Translate analytical findings into clear narratives and actionable insights that explain customer experience trends.
• Partner with CX, Research, Analytics, and business stakeholders to understand key questions and provide data-driven answers and recommendations.
• Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
• Collaborate across teams and data sources to connect information, identify patterns, and support CX strategy and decision-making.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed