Job DescriptionIn this role you will support and help shape our North American customer research agenda. You will champion the voice of the customer, lead complex research programs, and translate customer behavior, market trends, and business questions into clear, actionable insight.
Reporting to the Associate Vice President, you will be responsible for managing key tracking studies, leading ad-hoc research projects and partnering with stakeholders across the business to ensure customer insight informs commercial, product, marketing and customer experience decisions.
Your strong technical research expertise, excellent communication skills and the ability to turn data into compelling narratives that influence decision-making will also an important part in developing research best practices and the continued growth of the North American research function.
The salary range for this position is $110,000 - $140,000 annually.
Qualifications- Proven experience in a market research, customer insight or consumer research role, ideally at manager level or equivalent.
- Proven experience managing and developing direct reports.
- Experience within the online betting, gaming or gambling industry is strongly preferred.
- Strong knowledge of quantitative and qualitative research methods, including surveys, focus groups, interviews, concept testing, customer segmentation and tracking studies.
- Experience managing brand tracking, customer lifecycle programmes, NPS, CSAT or similar initiatives.
- Ability to manage research projects end-to-end, from brief development to final recommendations.
- Excellent data storytelling skills, with the ability to turn findings into clear, compelling and commercially relevant insight.
- Strong stakeholder management and presentation skills, with the ability to clarify objectives and influence decision-making through evidence-based recommendations.
- A commercially minded approach, linking customer insight to business performance, strategic priorities and customer experience outcomes.
- Proficiency in Microsoft Excel is essential; experience with Q, R, Python, SPSS, Tableau, Power BI or similar tools would be advantageous.
Additional Information- Leading research projects end-to-end, from scoping and methodology design through to analysis, reporting and presentation with a high degree of accuracy and commercial relevance.
- Providing direct leadership and coaching to your direct report, ensuring high quality research output and professional growth.
- Owning key tracking programs, including brand tracking, CSAT, NPS, customer lifecycle and other customer experience studies while balancing multiple research priorities with urgent requests.
- Translating business questions into clear research objectives, selecting the most appropriate quantitative or qualitative methods.
- Analyzing customer behavior, market trends and performance data to identify opportunities, risks and actionable recommendations.
- Building strong relationships with stakeholders across marketing, product, commercial, customer experience, UX and wider business teams.
- Acting as a trusted insight partner, proactively identifying where research can support decision-making and influence strategy.
- Presenting findings clearly and confidently to varied audiences, using strong data storytelling to make complex insight simple and actionable.
- Championing the voice of the customer, helping teams understand customer needs, motivations, pain points and behaviors.
- Identifying opportunities to improve research processes, tools and methodologies.
