4-8 years of experience in Customer Experience, Market Research, or related fields.
Proven expertise in both qualitative and quantitative research methods.
Strong analytical skills with the ability to interpret complex datasets.
Experience with NPS and customer satisfaction metrics.
Proficient in Excel and data visualization tools like Tableau or Power BI.
Excellent communication skills for presenting insights to teams.
Independent critical thinker with strong problem-solving abilities.
Responsibilities
Manage and execute a balanced mix of qualitative and quantitative research projects.
Analyze NPS and customer experience data to identify trends and improvement opportunities.
Synthesize data from multiple sources to understand customer experience performance.
Create and maintain CX dashboards and ensure data accuracy and relevance.
Translate analytical findings into clear narratives and actionable insights.
Act as a strategic partner to stakeholders, providing data-driven recommendations.
Support ongoing CX measurement initiatives and collaborate across teams.
Benefits
Opportunity to work in a dynamic telecommunications environment.
Collaborative team culture with cross-functional engagement.
Focus on professional growth and development in research methodologies.
Access to advanced data visualization tools and technologies.
Flexible work environment with a Philadelphia-based office presence.
Full Job Description
About the Role
One of our telecommunications clients is seeking an analytical, detail-oriented Mixed-Methods Research Manager to join their team. In this role, you will support the analysis and measurement of customer experience, with a particular focus on NPS and other CX metrics. You will work across multiple data sources to identify trends, uncover key drivers, and translate findings into clear, actionable insights for stakeholders.
This position is ideal for a fiercely independent, strong analytical thinker who operates with a true 50/50 balance of qualitative and quantitative expertise. The successful candidate will be able to move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and work collaboratively with stakeholders to answer complex business questions. This position is based in Philadelphia 4 days a week.
Responsibilities
End-to-End Research Management: Take complete, independent ownership of managing and executing a truly 50/50 mix of quantitative and qualitative research projects from start to finish.
CX & NPS Analysis: Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.
Data Synthesis: Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.
Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.
Insight Development: Apply deep critical thinking to translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.
Stakeholder Support: Act as a strategic partner to CX, Research, Analytics, and business stakeholders. You will challenge assumptions, define objectives, and provide data-driven answers and recommendations rather than simply executing requests or doing what you are told.
Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
Cross-Functional Collaboration: Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.
Experience: 4-8 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
True 50/50 Qual/Quant Expertise: Proven, equally strong capabilities (a true 50/50 balance) in both qualitative and quantitative research methods to analyze data and generate actionable insights.
Strong Analytical Skills: Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.
CX / NPS Experience: Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
Reporting & Visualization: Strong experience with Excel and/or data visualization and dashboarding tools such as Tableau, Power BI, or similar platforms.
Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.
Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.
Critical Thinking & Autonomy: A fiercely independent, proactive critical thinker who questions the status quo and brings their own strategic perspective, rather than simply waiting for instructions or doing what they are told.
Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.
Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.
Location: Must be able to commute to Philadelphia, PA 4 days per week.
