Customer Experience Research & Insights Manager in Duluth, GA

$80K - $100K(Ladders Estimates)

Primerica   •  

Duluth, GA 30099

Industry: Finance & Insurance


5 - 7 years

Posted 55 days ago

Responsibilities & Qualifications

You Should Be:

  • Able to lead the CX and VOC research across the organization
  • Able to create unique, modern, responsive, pixel-perfect creative designs
  • Obsessed with crafting simple, intuitive, and delightful user experiences
  • Able to clearly articulate the rationale for your designs
  • Able to work on a team and independently when needed
  • Able to manage time across several projects
  • An entrepreneurial and innovative thinker
  • Able to create a new creative culture and Design Thinking environment
  • Eager to collaborate, learn and figure things out


  • Drive the adoption of VOC and other analytics into workflows and decision-making processes/CX journeys.
  • Identify and action opportunities to expand VOC data collection & VOC program implementation
  • Audit qualitative and quantitative data sources and ensure data integrity
  • Consolidate and analyze data from disparate sources to identify product and marketing opportunities that emerge
  • Provide internal business partners with actionable customer insights that enhance and guide effective decision-making.
  • Provide recurring/standardized reporting, dashboards for data visualization, and ad hoc projects
  • Develop compelling, creative, and easy-to-understand approaches for communicating insights to stakeholders throughout Primerica
  • Lead qualitative and quantitative analyses of market trends and competitive landscapes to highlight product improvement and growth opportunities and new markets
  • Serve as an internal thought leader on customer insights and marketing segmentation; stay current on industry trends, best practices, and technology evolution
  • Facilitate user testing sessions and recruiting of participates
  • Manage the disruptive industry and competitive analysis
  • Manage research partnerships and vendor relationships
  • Manage VOC and CX/UX research suite of tools
  • Collaborates with the CX team and relevant cross-functional teams to build CX experiences to be used for Field research and testing
  • 5+ years of experience as a CX/UX researcher or similar role demonstrating expertise in digital projects
  • Lead and educate others across the organization about research
  • Create discussion guides, prototypes, research findings, and detailed design specifications that describe the research to stakeholders, facilitate usability research, and direct development
  • Follow human-centered design principles to produce high-quality designs, from concept to execution.
  • Synthesize business objectives, user research and metrics to help set direction for key digital properties
  • Effectively use research to iteratively test, refine, and evolve design solutions.
  • Collaborate with fellow designers, researchers, product managers and/or external vendors to constantly refine our process, methods, and best practices
  • Understand different form factors (smartphone, tablet, desktop) and how to appropriately design for them
  • The ability to clearly communicate and explain design decisions and recommendations
  • Ability to work quickly and efficiently without sacrificing a consistently high level of attention to detail
  • Capability to adhere to team processes and standards, while contributing ideas for improvement
  • Ability to work quickly and efficiently without sacrificing a consistently high level of attention to detail
  • Excellent presentation, communication, and negotiation skills
  • Experience with business requirement gathering, site assessment, competitive analysis, and secondary research
  • Experience negotiating business decisions
  • Experience researching for financial service and insurance products a plus

Minimum Qualifications:

  • Bachelor's degree in design or other related field and 5 years of experience
  • Or 7+ years of experience with user research and/or user testing.

Valid Through: 2019-10-17