Manager - Customer Research & Insights
About The Position
The Manager, Customer Research & Insights serves as an advocate for customer-centric strategy development and decision-making across the enterprise. This role leads the design, management, and implementation of primary research studies to deliver key insights about customers that inform enterprise and product-line marketing strategies - not limited to customer segmentation, brand positioning, service experience, new product development. Reporting to the Director, Customer Insights, this position serves as part of the Market Intelligence and Customer Experience Analytics team within the Marketing & Strategy function.
Responsibilities
- Engages with business partners to identify information needs and understand intended application as the foundation to develop project learning agendas
- Serves as the subject matter expert in research and insights, delivering to business needs while adhering to research best practices and standards
- Designs and implements research projects from inception to completion: writing proposals, drafting instruments (e.g., questionnaires, screeners, guides), programming and deploying surveys / managing interviews, analyzing data, synthesis and reporting, presenting findings and recommendations
- Organizes, monitors, and manages all aspects of the project to ensure continuous alignment with business partners and delivery of desired outcomes on time and within budget
- Proactively manages, directly and indirectly, third-party suppliers, junior associates, and cross-functional teams to move workstreams forward and in alignment with objectives
- Produces deliverables that clearly address the research objectives and convey strategic implications and recommendations for the business
- Manages the relationship with research suppliers and industry experts to obtain and socialize relevant third-party research within the organization
- Synthesizes and integrates various data sources to provide a comprehensive understanding of a topic
- Stays apprised of customer and industry trends, tech advancements, and regulations that could impact the business
- Proactive continuous evaluation and implementation of best-practices in terms of methodologies, tools, and benchmarks for an effective enterprise research program
- Other projects and tasks as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
