Responsibilities

• Gathering, analyzing, and interpreting data to identify market trends and insights and presenting insights to business partners regarding implications on product, service or customer experience development.
• Analyzing and interpreting data, providing detailed observations and insights and recommending actions to take based on insights and providing strategic conclusions / recommendations.
• Understanding business needs and designing appropriate quantitative / qualitative research plan to generate focused insights for highly complex or highly strategic initiatives.
• Managing more complex market research processes, including agency management, and collaborating with cross functional counterparts to influence key strategies and execution decisions
• Determining, implementing and monitoring market research strategies, processes, tools and techniques.
• Work with business unit to determine KPIs and benchmarks for customer journey touchpoints
• Provide guidance and document best practices for business unit regarding tracking, reporting, analyzing and gathering customer insights
• Support efficient and effective use of analytics on voice of customer data by facilitating balance of self-serve and full-serve tools

Requirements

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Extensive experience in market research and insights (B2B preferred)
• Experience in customer experience measurement
• Experience working across a large matrixed organization and adjacent network, ie.retail/franchise/dealer
• Experience managing external research vendors
• Project management experience
• Experience in data analysis and insight generation
• Comfort with presenting to executive level audiences
• Platform proficiency desired: Qualtrics, Tableau, PowerBI
• Expert in broad range of research methodologies (qual/quant/digital/communities)

Preferred

• Platform proficiency desired: Qualtrics, Tableau, PowerBI
• Expert in broad range of research methodologies (qual/quant/digital/communities)
• Experience managing external research vendors
• Experience in data analysis and insight generation
• Experience working across a large matrixed organization and adjacent network, ie.retail/franchise/dealer
• Experience in customer experience measurement
• Extensive experience in market research and insights (B2B preferred)
• Comfort with presenting to executive level audiences
• Project management experience

Benefits

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement
• * These benefits also apply to part-time employees