Manager, Customer Insights & Market Research

COMPANY OVERVIEW

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at milliken.com and on Facebook, Instagram, LinkedIn and Twitter.

 

POSITION TITLE

Manager, Customer Insights & Market Research

 

POSITION OVERVIEW

As a key member of the Customer Experience team, you will be the Voice of the Customer, gathering customer insights and sharing customer feedback and trends across the organization. This role is critical in shaping the company's enterprise and division strategies to better meet customer needs and identify growth opportunities. You will help with maturing and implementing a strategic framework for how we will gather, disseminate, and action against insights across the organization to enhance customer understanding, make informed decisions, and ultimately grow the dynamic businesses within our organization. These insights will be a key component of business cases for digital investment, process improvement, marketing investment, new product development, and other strategic initiatives. You will be a change agent, leveraging data and insights to collaborate with colleagues globally.

 

This position is based out of our corporate headquarters in Spartanburg, SC and offers a flexible mix of in-office and remote.  It reports into the Director of Customer Experience and is part of the Milliken Marketing Services team.  This role has significant influence in the organization and partners with a larger team of marketing, sales, and customer service associates to support key enterprise initiatives.

 

JOB RESPONSIBILITIES

VoC Research

•          Enhance Milliken’s qualitative and quantitative research toolkit to enable business leaders to garner insights that support internal decision making.

•          Lead the quarterly Customer Experience Survey utilizing Qualtrics XM to understand and educate the organization on how Milliken performs (CSAT/NPS) relative to industry benchmarks.  Help action against key driver opportunity areas.

•          Explore emerging technologies and best practices to implement innovative research methodologies uncovering customer behavior and preferences (beyond surveys, journey maps etc.)

 

Customer Insights Analysis

•          Uncover actionable insights utilizing CX Survey, Customer Journey Maps, and other VoC to improve Customer experience and enable enterprise strategies that would help establish Milliken as customer's first choice.

•          Develop and present actionable recommendations to stakeholders based on data driven insights.

•          Build and enhance customer personas to help associates better understand their pain points and opportunities.

•          Utilize a deep understanding of business processes to identify areas of improvement and optimization.

•          Mature existing Customer Experience KPI dashboard and share analysis with the organization to improve the customer experience.

 

Strategic Planning 

•          Develop and document a repeatable Customer Insights process framework that is consistent across the organization.

•          Develop and implement a comprehensive strategy for sharing customer insights across all levels of the organization, fostering a culture of customer centric decision making.

•          Work with each of the divisions to create a cohesive view of our current and prospective customers including needs/wants, perceptions, customer journey maps, segmentation, and personas.  

 

Stakeholder Collaboration

•          Be a customer advocate and liaison between customers and internal teams.

•          Collaborate with various functions and divisions (Marketing, Operations, Sales, Customer Service, Supply Chain, etc.) to ensure seamless integration of customer insights into decision making process.

•          Collaborate with external partners and leverage third party information to ensure maximum value creation for the organization.

•          Assist with internal focus groups, surveys