Director, Customer Insights

AAA Mountain West Group • Walnut Creek, CA

5d • Hybrid

About The Position

Reporting to the Vice President of Member Experience, the Director, Member Insights will lead a team of Member (Consumer) Insights and Research Professionals responsible for research project management, insights data analysis, and other insights enterprise initiatives. As a transformational leader, you will deliver consumer and marketplace insights and learnings in order to grow the AAA businesses.

Requirements

• Experience in consumer research including custom and syndicated
• Evidence of strong analytical skills; ability to use research as a tool in decision making
• Ability to influence and lead within the organization as a functional research expert
• Experience with multiple quantitative and qualitative methodologies and approaches
• Willingness to stretch outside of comfort zones and seek constant improvement of techniques via leveraging outside partners
• Superb communication and organization skills
• Strong working knowledge of Qualtrics, Expert level preferred
• Bachelor's degree in related area (BA/BS degree in business, statistics, marketing, psychology, consumer behavior, or related discipline) plus 8 years/High School diploma plus 12 years of experience in consumer insights, market research, marketing, quantitative analysis, and/or business analysis blending a mix of qualitative and quantitative research experience in a business to consumer environment
• 5 years of experience in a people management role

Nice To Haves

• MBA / MS
• Consumer packaged goods experience preferred

Responsibilities

• Builds, develops, and leads a team of Member Insights Professionals.
• Mentors the broader insights staff
• Influence company strategy and cross-functional team members by actively and persuasively representing the Member and marketplace dynamics
• Develop, manage, and execute consumer insights learning plan(s) to support brand strategies, communication, and marketing plans
• Create and adopt appropriate methods, processes, and tools to drive product growth and establish frameworks for a world class insights organization
• Lead Voice of the Customer program and report out on NPS trends
• Lead vendor and agency partner research projects to select the best methodology and tools to maximize learning and gain value from projects.
• Incorporate macro trends into everyday activities and articulate how these trends influence AAA Members’ mindset and purchase behaviors
• Manage brand equity tracking, customer experience tracking research, positioning, communication and advertising testing, new product concept and product testing, and larger strategic projects such as consumer segmentation as needed
• Present findings to senior management to drive business decisions
• Responsible for managing budgets, schedules, work plans and performance standards for the Insights Team

Benefits

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees