Senior Insights Strategist III

Clayton Homes • Maryville, TN

16d • $87,000 - $109,000

About The Position

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. The Sr. Insights Strategist will use multiple sources of customer data to create ongoing actionable insights and progress assessments for our retail Home Centers and leadership teams. The role will coordinate with internal teams and guide the development of a customer listening programs that are fully integrated into our homebuying experiences. The role will also partner with our Team Member Experience (TMX) team to enhance the Team Member engagement survey distribution and analysis processes. A focus on gathering customer and Team Member insights ahead of various product and process developments will ensure customer requirements and expectations guide our modernization and improvement efforts. Connecting and unifying various sources of Voice of the Customer (VoC) and Team Member Experience (TMX) data to the correct internal teams and customer facing processes will be the central priority of this role.

Requirements

• Bachelors Required, Masters Preferred
• 3-5 years in analytics
• Deep understanding of common CX and TMX metrics, and systems (NPS, CES, CSAT, etc.).
• Experience conducting and managing survey distribution.
• Experience using Qualtrics preferred.
• Experience in cross-functional, matrix organizations and proven success to impact and influence stakeholders across the business.
• Experience leading ongoing CX studies, developing compelling stories, and championing insights throughout the organization to inspire action.
• Four to five years of data analysis experience (quantitative and qualitative methods preferred).
• Strong ability to manage, lead, and convince through relationship and influence.
• Strong analytical skills.
• Creative problem solver.
• Can run analyses using diverse sources of information and deliver comprehensive, balanced & impactful analysis to business leaders.

Responsibilities

• Direct research team backlog, active projects, and work responsibilities including design, analysis, and reporting.
• Establish research priorities and timelines for insights group.
• Customer Experience (CX) improvement projects and materials based on resources gathered from multiple sources including surveys, social media, interviews, forums, secondary data, etc.
• Assist on Team Member Experience (TMX) research and improvement projects.
• Design and direct qualitative and quantitative research and experiments at Retail Home Centers.
• Assist with the management of the design, distribution, and analysis of internal Team Member surveys.
• Partner with business stakeholders to understand research needs and direct outside research vendors/consultants and internal research teams on projects.
• Perform ad hoc requests into business insights leveraging VoC data and customer centric view.
• Translate business questions into exploratory research projects that paint a holistic picture of the customer experience.
• Oversee creation and delivery of standardized reporting of CX and TMX insights that help the business stop unhelpful activities, prioritize improvement projects, and measure impact.
• Will be expected to speak as an authority on Voice of the Customer measurements, insights, and vision in discussion with leadership teams in strategic conversations.
• Will be expected to advise on TMX measurements and insights in preparation for strategic conversations.
• Lead customer advocacy initiatives and production of actionable and strategic business practice plans in cooperation with training resources, using insights informed by research data and analysis.
• Participate in cross-functional partnerships with other Retail and shared service departments to gauge Team Member sentiment towards new initiatives and derive holistic, actionable business recommendations.
• Support Enterprise platform integration efforts, e.g. surveys, to expand customer centric analysis.
• Other responsibilities as assigned.

Benefits

• Full-time team members have the flexibility to create their own health, dental, and vision benefits package.
• Clayton provides competitive 401K programs including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals.
• Additional benefits include paid parental leave, Employee Assistance Programs, paid time off, paid holidays and more.
• As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs.
• Home Centers are closed on Sundays – we believe in offering a balanced working environment.
• Clayton is committed to creating an inclusive workplace.
• Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

What This Job Offers

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