Senior Market Research Consultant

Senior Market Research Consultant

Requirements

• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
• Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment
• Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner
• Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations
• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
• Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
• Knowledge of the importance of ‘big picture’ thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.

Responsibilities

• Manage a team of up to 5 direct reports
• Drive progress and adjust course as necessary based upon multi-year modernization strategy to ensure customer experience feedback moves from static surveying to dynamic customer listening and enables enterprise and dealers to continuously learn from customers and rapidly adapt to changing customer needs
• Gathering, analyzing, and interpreting data to identify market trends and insights and presenting insights to business partners regarding implications on product, service or customer experience development
• Analyzing and interpreting data, providing detailed observations and insights and recommending actions to take based on insights and providing strategic conclusions / recommendations
• Understanding business needs and designing appropriate quantitative / qualitative research plan to generate focused insights for highly complex or highly strategic initiatives
• Managing more complex market research process, including agency management, and collaborating with cross functional counterparts to influence key strategies and execution decisions
• Determining, implementing and monitoring market research strategies, process, tools and techniques
• Work with all business units to determine KPIs and benchmarks for customer journey touchpoints
• Provide guidance and document best practices for all business units regarding tracking, reporting, analyzing and gathering customer insights
• Support efficient and effective use of analytics on voice of customer data by facilitating balance of self-serve and full-serve tools
• Lead the work with business units to integrate reporting from other customer experience measurement frameworks, operational metrics, and disparate information sources.

Preferred Qualifications

• Expert experience in marketing research and insights
• Experience in customer experience measurement
• Experience working across a large matrixed organization and adjacent network, ie.retail/franchise/dealer
• Experience managing external research vendors
• Comfort with presenting to executive level audiences
• Platform proficiency desired: Qualtrics, Tableau, PowerBI
• Expert in broad range of research methodologies (qual/quant/digital/communities)