Job Duties and Responsibilities

• Plan and design research projects - Partner with key stakeholders and leadership to properly scope research activities, that may include surveys, research panel exercises, interview guides, etc.
• Ensure insights are gathered in an objective manner and tied to business outcomes.
• Leverage existing customer data sources and identify and implement additional data sources to drive toward an aligned, cohesive and comprehensive view of the customer experience.
• Manage external research partners, including partnering with them on research panel recruitment parameters and quotes, as well as manage the individual research efforts that flow through this alternative.
• Design, develop and analyze surveys designed for different target audiences including field representatives, clients, and employees.
• Improve the effectiveness and efficiency of research and analysis methodologies, processes, and deliverables to ensure optimization.
• Manage the day-to-day research portfolio of work and work with management to prioritize and sequence research activities.
• Perform analysis and reporting  -  Balance the hands-on statistical data analysis with the need to provide timely, actionable insights to stakeholders and leadership across the organization.
• Complete complex data analysis and find ways to properly connect data, as applicable, from various sources.
• Ability to build self-service insights dashboards (preferably in Qualtrics) and cultivate independent usage of these resources.
• Identify and scan secondary sources of research (i.e. open-ended comments, social media, industry reports, etc.) that may complement or add to internal research insights.
• Adept at storytelling and weaving insights into a cohesive and thought-provoking report-out.
  Flexibility in reporting insights and looking at the data in different ways to answer stakeholder questions.
• Drive adoption of research insights  -  Partner with business units and leadership to understand how to support and grow the company’s specific business model and top priorities by providing valuable, actionable and timely insights
• Partner with Strategy and other centers of excellence to ensure insights are utilized, where appropriate, and roadmaps align to priority efforts.
• Collaborate to present a comprehensive picture of the customer’s experience based on both primary research and qualitative analytics
• Represent internal research insights and findings in cross-functional projects and committees – constantly striving to connect insights that improve the customer experience.
• Utilize findings and cross-functional relationships to proactively identify new research opportunities that addresses customer pain points.
• Drive adoption of research insights 
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role.
• Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

Supervisory Responsibilities

Provides training, guidance or mentoring to team members; no formal supervisory responsibilities

Required Minimum Qualifications

• Education Bachelor's degree or equivalent experience in Research, Data & Analytics, Customer Experience or related field
• Experience10+ years Bachelor's degree in business, math, finance, statistics, market research, sociology, psychology and/or related field or work experience; advance degree preferred
• Background in customer experience research, marketing research, or similar field
• Understand and have applied qualitative and quantitative research methodologies across projects
• Working with a comprehensive customer feedback platform from information gathering through insight reporting and closed loop follow up (Qualtrics experience specifically is highly desired)
• Managing an external research vendor or research panel
• Certifications or Licenses 
• Required Knowledge, Skills & Abilities Ability to communicate ideas and analysis results effectively, both verbally and in writing, to both technical and non-technical audiences
• Work well within a co-located, collaborative team as well as independently with various levels of guidance and support
• Work directly with business stakeholders and leadership
• Proven ability to learn quickly
• Strongly developed skills in analysis and problem solving
• Gather and analyze customer satisfaction data
• Knowledgeable in survey methodologies
• Highly tuned deductive reasoning skills
• Exceptional critical thinking skills

Preferred Education, Experience, Certifications, Knowledge, Skills & Abilities 

• Physical Requirements and Work Environment The physical requirements and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to qualified individuals with known disabilities, unless doing so would result in an undue hardship to the business or create a direct threat to workplace safety, in order to perform the essential functions of their jobs.
• Regular office environment. May sit for long periods of time.  Talk and hear regularly.  Use of hands for keyboard, reaching and/or grasping. Ability to see objects up close or at a distance, use peripheral vision, identify basic colors. Required to work overtime on a regular basis. Weight/Lift Requirement - No lifting required. Lift/Carry
• Frequency - No lifting required. Travel not required. Driver's license not required. 
• Disclaimer The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may be changed at management's discretion based on business needs.

Hybrid role
2 days in the office, 3 days remote
Location: Duluth, GA

FLSA status:
This position is exempt (not eligible for overtime pay):

• Day one health, dental, and vision insurance

• 401(k) Plan with competitive employer match

• Vacation, sick, holiday and volunteer time off

• Life and disability insurance

• Flexible Spending Account & Health Savings Account

• Professional development

• Tuition reimbursement

• Company-sponsored social and philanthropy events