Customer Insight Analytics Researcher

Job highlights

Identified by Google from the original job post

Qualifications

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Experience conducting research studies using both print/mail and online methodologies

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Strong critical thinking skills and high level of curiosity about the underlying data

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Strong organizational and project management skills, with ability to manage multiple concurrent projects with competing deadlines

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Demonstrated ability to work independently and across organizational lines

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Excellent interpersonal, presentation and communication skills, with ability to condense, curate and present qualitative and quantitative data in concise form

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Passionate about customer success and customer results

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Knowledge of statistical packages, databases, MS Office

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Experience with MS Office (Outlook, Word, Excel, Power Point - intermediate to advanced skill level) and the creation and management of data and reports

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Bachelor's Degree in Market Research, Marketing, Statistics or related field or relevant work experience

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Seasoned professional with a minimum of 5 years of hands-on customer/market research experience

Responsibilities

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Responsibilities include working with internal customers to define research objectives, coordinating the distribution of surveys with internal departments and external vendors, monitoring online surveys and analyzing survey data and verbatims

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In addition, this position is responsible for identifying data trends, themes and key insights to inform key stakeholders and shape action plans

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Working collaboratively with staff across the organization, this position will ensure that key decisions across the organization are based on a strong foundation of customer understanding

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This position will also support the Quality Service Improvement program and facilitate adherence to all guidelines for surveys to be compliant with regulatory and quality agencies

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Work with stakeholders across the enterprise to advance business objectives through customer-focused research

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Conduct research studies to measure customer satisfaction and identify customer needs, preferences and behaviors associated with MVP products, services and customer experience

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Manage and execute all phases of a research study, including study design, questionnaire development, data collection processes, reporting and analytics

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Conduct surveys, focus groups and/or individual interviews as necessary and appropriate to support a research study

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Interpret data, perform statistical analysis, visualize results, identify actionable insights and formulate recommendations

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Analyze and interpret qualitative data, including customer comments and Voice of the Employee feedback, examining content and sentiment as a data point in the identification of insights

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Ensure all outputs are actionable, grounded in consumer knowledge, and guided by a broader understanding of business context and implications and inspire the team to uncover the insights of all deliverables

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Design and configure data collection instruments, dashboards, reports, customer alerts, etc

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Present research findings and recommendations to key business stakeholders

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Identify customer pain points and identify opportunities to improve MVP's products, services and customer experience

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Track and manage metrics to measure product performance (e.g. adoption metrics, customer satisfaction, etc.)

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Assess market competition by comparing the company's products to competitors' products

Benefits