Senior Manager, Consumer Insights & Research

The J.G. Wentworth Company•Tredyffrin Township, PA

5d•Hybrid

About The Position

JG Wentworth is seeking a highly experienced Senior Manager of Consumer Insights to act as a strategic powerhouse within our marketing organization. In this high-level individual contributor role, you will serve as the centralized voice of the consumer across the entire enterprise, supporting all business lines including Structured Settlements, Debt Relief, Lending, Home Equity Cashout, and Marketplace. We are looking for a researcher with deep academic rigor and a behavioral science background who can operate independently to solve complex business challenges. You will not just support acquisition; you will partner deeply with Retention and Operations to optimize the customer lifecycle, reduce churn, and improve the human experience of our financial products.

Requirements

Advanced Degree Strongly Preferred: Ph.D. or Master’s degree in Behavioral Science, Psychology, Sociology, Market Research, or a related quantitative field.
Experience: 7-10+ years of hands-on experience in consumer insights or UX research, ideally within Financial Services, FinTech, or a regulated industry.
Individual Contributor Mastery: Proven ability to execute high-volume, high-complexity research projects independently without relying on external vendors or junior staff.
Operational Acumen: Experience applying research insights to operational challenges, such as customer retention, call center performance, or complaint resolution.
Tool Proficiency: Expert-level proficiency with statistical analysis software (e.g., SPSS, R) and modern research platforms (e.g., Qualtrics, UserTesting, etc)

Responsibilities

Cross-Business Support: Design and execute research strategies that serve the distinct needs of all JG Wentworth business units.
Voice of the Customer (VoC): Synthesize behavioral data to ensure the "Voice of the Customer" is the primary driver behind strategic decisions in Product, Marketing, and Operations.
Acquisition & Go-to-Market Strategy: Partner with Acquisition Marketing to optimize media efficiency and creative performance. Design research that validates value propositions, refines audience segmentation, and informs high-impact messaging to lower Customer Acquisition Cost (CAC) and accelerate market penetration.
Retention & Operations Partnership: Collaborate directly with Operations and Retention leadership to diagnose churn drivers. Use research to refine call center scripts, improve customer touchpoints, and increase customer lifetime value (CLV).
Mixed-Methods Execution: Independently end-to-end manage complex research projects using a robust mix of qualitative and quantitative methods (e.g., IDIs, focus groups, usability testing, conjoint analysis, and segmentation).
Behavioral Science Application: Apply principles of behavioral economics and psychology to understand the financial decision-making processes of our specific consumer base (often near-prime or sub-prime segments).
Operational Usability: Conduct heuristic evaluations and usability testing on operational workflows and customer portals to reduce friction and improve satisfaction scores (CSAT/NPS).
Actionable Reporting: Translate complex into clear, business-focused recommendations for non-technical executive stakeholders.
Hypothesis Validation: rigorous testing (A/B, concept testing) to validate new product features or messaging strategies before full-scale implementation.