CX Research Lead

Marvin • Eagan, MN

22h • Hybrid

About The Position

As a Customer Experience Research Lead, you will be responsible for developing and implementing a qualitative customer research strategy for the organization. You will represent the voice of the customer and will be a driving force for solving new and complex problems on behalf of our customers. You will partner with the CX Insights & Analytics Program Manager responsible for developing our relationship surveys and listening posts. You will also partner with stakeholders and subject matter experts throughout the enterprise as needed to successfully learn and apply insights.

Requirements

• Bachelor's degree
• 5+ years of related research experience in both Quant and Qual methodologies
• 5+ years of experience in insights management

Nice To Haves

• Experience in a business to business to customer (B2B2C) environment and/or manufacturing a plus
• Knowledge of similar industry and paths to market a plus
• Communication, Change Management, Project Management experience or certifications a plus
• Additional education, certifications, or other distinctions related to Customer Experience, Customer Advocacy or Voice of the Customer Program Management a plus

Responsibilities

• Observational field work. Conducts field research; leads teams of all experience levels in field research
• Provides strategic leadership. Guides stakeholders on customer-focused research, insights, and reporting.
• Facilitates learning for others. Develops within others, an understanding of what is important to customers and how the organization is performing relative to customer needs.
• Customer-obsessed. Creates a consistent shared understanding of who Marvin’s customers are, the outcomes they are solving for (or jobs to be done), their goals, needs, perceptions and preferences.
• Simplifies the complex. Synthesizes disparate customer feedback sources including VOC data, NPS, social media, call/case volumes, mining calls, web data, emails, product feedback, and other metrics, conducts statistical analyses to identify customer pain points and opportunities to improve and differentiate experiences using real, actionable insights.
• Consults on subject matter expertise. Provides expertise in customer experience research methodologies and techniques including qualitative (interviews) and quantitative (surveys) research as well as customer satisfaction/experience metrics, customer journey mapping, customer segmentation, and personas.
• Establishes consistent use of appropriate CX methodologies and measurement tools and strive to advance insights capabilities across Marvin by leading the research for key CX initiatives and acting as a consultant to other team members conducting ad-hoc customer research projects.
• Develops end-to-end customer journey map atlas and journey maps to identify moments of truth, emotions, improvement opportunities, and future state ideal journeys.
• Assists VoC Platform Owner with designing and implementing Voice of Customer programs.
• Works with the organization to understand employees’ experiences and opportunities for improvement.
• Builds the maturity of CX within a diverse organization that has varying levels of CX understanding including driving focus on building a customer-centric culture while ensuring collaborative, value added partnerships with key stakeholders at the enterprises/business groups.

Benefits

• health insurance
• paid holidays
• paid parental leave
• 401(k) retirement savings match
• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing
• Giving at Marvin – participate in organized volunteer opportunities
• Brighter Days Fund – financial support from your colleagues and the Marvin family during personal hardships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level