The Customer Insights Program Manager is responsible for designing, executing and delivering high-impact, quality research programs utilizing modern methodologies and best practices for collecting customer feedback and insights from various sources as part of our new Customer Insight team. The results will be used to create fact-based customer insights for internal and external audiences. This position will have a focus on informing different levels of stakeholders to drive industry, business development, sales and marketing strategies ultimately leading to increased customer adoption, retention and growth.
The ideal candidate will be a market research expert with extensive experience in qualitative and quantitative research within a B2B organization. We are looking for a creative self-starter, who is a strong collaborator with attention for detail and has the ability to effectively work in a global, matrixed environment to drive business results with a proven track record.
SUMMARY OF RESPONSIBILITIES
Proactively and collaboratively work with stakeholders to define and execute research projects. Recommend different approaches based on goals, timeframe, budget and priorities.
Design, develop and execute industry focused executive and management programs to drive a thorough understanding of customer behavior and business drivers using primary and secondary research approaches.
Create research instruments (surveys, discussion guides) and sampling techniques to gather data and improve consistency across the organization.
Develop capabilities to leverage existing data to create customer insights. Collaborate with sales & marketing operations and other insight teams.
Identify new research methods, tools and listening programs.
Develop regular cadence to support increased awareness of customer insight programs, systems and best practices.
Strategize with internal and third-party providers to strengthen research initiatives, enhance analysis and maximize voice-of-the-customer impact.
Collect data and create analytics by utilizing statistical modeling, trend analysis and key driver identification to help hone in on key insights that drive business recommendations. Create an insights repository where findings and reports can be shared internally.
Present customer insight programs and findings to multiple audiences, including frontline employees, managers, functional and geographic leaders, and senior executives. Communicate complex insights and strategic guidance in written narratives.
Develop an actionable customer segmentation model to build industry focused executive and management personas to support strategies, customer insight and sales and marketing programs.
Own a portfolio of key metric tracking programs and strategic ad-hoc research initiatives.
KEY SKILLS, ABILITIES, and ATTRIBUTES:
Experience managing the full scope of research projects, including designing and conducting quantitative and qualitative market research studies from start to finish, in-house and with agencies.
Strong research and analytical skills – organized & data driven – demonstrated proficiency with data collection, survey design and statistical analysis, business intelligence, proficient in excel, regression analysis, analytics software packages and research and survey tools.
Commercial acumen--ability to interact with all levels of customers via interviews, onsite visits, phone calls and other customer-facing programs to drive insights.
Strategic and creative thinker with the ability to translate numbers, statistics and data into relevant and compelling customer stories and translate complex concepts into clear messages.
Strong technology skills with an interest in continual improvement and new approaches for gaining insight. Must be able to utilize technology to collect, analyze, and share customer and market data.
EXPERIENCE and EDUCATION REQUIREMENTS
BA/BS in marketing, business or technology fields; Data Science experience or MBA desired
8+ years’ experience in marketing research/consumer insights
Minimum of 3+ years’ experience with a B2B organization; experience with industrial/manufacturing products, solutions & services preferred
Strong written, verbal and presentation skills, including developing messaging and positioning
Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening