eCommerce Customer Research Analyst

 

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

 

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

 

Your Role:

 

The Customer Research Team in the Digital & eCommerce Customer Experience organization is seeking an experienced customer researcher and insights professional with a robust quantitative skillset and experience. In this role, you will partner with stakeholders to identify research needs – both responding to gaps they have identified and anticipating additional areas of research that would be beneficial for the business. Your primary responsibilities will include developing comprehensive and detailed research plans, conducting primary and secondary research with customers and the market, analyzing data for various disparate data sources, and developing reports with cohesive stories. The ideal candidate will be able to go beyond the data to identify and convey actionable insights and recommendations from the research that help meet business goals and objectives and improve the overall experience for our customers. Key accountabilities include:

 

Quantitative Research and Analysis:

 

• Identify research needs through conversations with product owners, business partners, and business leads.
• Identify appropriate methodologies to use to ensure that the research output delivers the desired value and impact.
• Assess and utilize the appropriate data sources to develop cohesive and holistic analyses
• Conduct data modeling for effective data visualization and interpretation.
• Analyze customer feedback data to identify areas for improvement across all touchpoints.
• Recommend data-driven solutions to enhance customer satisfaction and brand loyalty.
• Research and analyze the competitive landscape, identifying market trends, competitor strengths and weaknesses, and potential new market opportunities.

 

Team Building and Collaboration:

 

• Work with the team to ensure interconnectedness of insights and identified opportunities, while building off already existing learnings.
• Sharing best practices and identifying opportunities for improving the quant research process for the team.
• Building relationships and working closely with cross functional partners to understand the business needs and partner objectives in detail.
• Guide partners and stakeholders towards the best approach(es) to collect data to help shape the product, CX, and overall digital strategies.

 

Report Development, Communication, and Presentation:

 

• Tailor content in reports at differing levels of detail and differing areas of focus for various audiences ranging from product managers to senior executives.
• Develop impactful reports with compelling visuals that convey often complex data and results in an easy-to-understand manner.
• Tell the story for what we learned, why it is important, and how we can improve our CX
• Present learnings to the rest of the Customer Research team as well as business partners and senior business leaders.

 

Business Acumen and Curiosity:

 

• Understand business objectives and design studies to discover current and prospective customers’ preferences, needs, and pain points.
• Draft hypotheses to test based on understanding of the business and other research that has been completed.
• Be curious and continue the ask the “why” behind results, especially those that are unexpected.
• Anticipate challenges and gaps in understanding to proactively suggest studies and shape business team roadmaps.

 

Who you are:

 

Minimum Qualifications:

 

• Bachelor’s Degree in Marketing, Economics, Engineering or other business discipline.
• 5+ years of experience in marketing insights & strategy roles.
• 1+ years of experience with survey administration tools (e.g., Qualtrics, Medallia, etc.) and survey data analysis tools (e.g., Q, Marketsight, Jump, SPSS, etc.).

 

Preferred Qualifications

 

• Master’s Degree in Marketing or MBA.
• Proficiency with commercial data analysis tools (e.g., Tableau, BI Tools, Palantir, Look