Customer Insights, Senior Manager - Qualitative Customer Engagement

Job Overview

Hubbell is seeking an engaging, outgoing, curious, organized, and self-motivated individual to join their Voice of Customer (VoC) team. The VoC team operates under the innovation organization (CTO office). The team engages with customers to capture insights that are used to develop new innovative products. As a Customer Insights Senior Manager, you will work closely with cross functional teams to scope VOC projects and understand the markets, products, and customers. You will help identify customer targets by markets, organizations, roles, titles, and personas. You will conduct customer insights interviews to develop a deep understanding of customer experiences, needs, problems, and ideal solutions. You will also be responsible for moderating ideation brainstorming project / workshops to help project teams identify / develop innovative products and solutions that meet the customer’s needs and solve their problems. As a senior manager, you will have a lead role within the department and will be expected to monitor, and provide guidance and support to, other customer insight team members.

 

A Day In The Life

• Conduct customer insights interviews to develop a deep understanding of customer experiences, needs, problems, and ideal solutions.
• Develop problem statements, solution attributes maps, personas, and other project tracking & reporting documents.
• Works with Business Unit project teams to understand the customers, products, and markets.
• Develop customer engagement interview target lists based on organizations, roles, titles, and personas.
• Work with various Hubbell departments such as Hubbell Enterprise Marketing, & Hubbell Sales to identify and set up meetings with potential qualitative customer interview candidates.
• Develop, track, and monitor lists of customer locations, e-mail, phone numbers, and LinkedIn Profiles as potential VoC customers.
• Prepare customer interview guide advising project teams on best practices for probing.
• Prepare customer engagement surveys to qualify potential VoC customers. Review survey responses to filter & streamline target lists.
• Provide guidance to project teams to understands the customer’s perspective as the team ideates to develop new products and solutions.
• Provide regular tracking and status reports on VoC projects in progress and or completed.

What will help you thrive in this role?

• Must be able to lead teams, manage projects, conduct qualitative customer interviews and moderate events.
• Seeking someone who is engaging, outgoing, curious, highly organized, and self-motivated.
• Must be able to maintain and organize multiple projects at once.
• Must be able to monitor, guide, and support other VoC team members.
• Able to work independently as well as with cross functional teams.
• Strong organizational, analytical and project management skills combined with technical aptitude.
• Excellent communication and presentation skills (written, verbal and interpersonal).
• Skilled in project planning and project management.
• Qualitative customer interviews / engagement experience a plus.
• Must be able to present