Customer Experience Research and Insights Manager

The Sales and After Sales Customer Experience Research Manager will lead projects related to internal surveys, syndicated studies, ad-hoc customer research, and insights socialization. A strong understanding of consumer research methodologies and insights development in the arena of customer experience is required. We are looking for a high-energy, self-starter, creative, with a sense of urgency individual who works equally well with a diverse set of stakeholders. The ideal candidate will have demonstrated experience conducting research that drives decision-making in a business environment, have a proven track record of success being “in the trenches” with research and be able to design and analyze customer feedback solutions in a fast-paced environment while being flexible and managing multiple priorities.

Main Duties:

• Provide insights regarding customer experience feedback as they relate to sales, service and other touchpoints along the customer journey and ownership experience to inform tactical and strategic decisions
• Lead primary customer experience research initiatives from beginning to end using a variety of quantitative and qualitative research methods
• Manage all phases of research projects: assessing needs, designing research, conducting research (coordination, project management), developing insights, creating reports and presentations, from simple to more complex multi-phase projects (e.g., whitespace-ideation-validation research, human centered design application)
• Lead the survey design, methodology and implementation of all Sales and Service surveys to assess SSI/CSI/NPS and experience gap analysis
• Be a strategic partner to internal stakeholders: sales, aftersales, field operations, connected services, brand, marketing, digital, translating their S/AS customer experience insights needs into research objectives and designs
• Conduct analysis of qualitative and quantitative data using text analytics, data tabulations, and other tools to turn data into insights
• Clearly summarize (via reports, video summaries, and other deliverables) insights and effectively socialize them throughout the organization in a concise, compelling way that influences decision-making
• Lead relationship with J. D. Power related to syndicated studies from creating and approving deliverables request list to publishing internally and attending to follow-up inquiries, in addition to deep-dive analysis
• Partner with global teams to identify synergies and best practices related to Customer Experience Benchmarking and Survey Methodology

Qualifications

Basic Qualifications: 

• Bachelor's degree in Statistics, Social or Marketing Sciences, Business Marketing, or related field 
• 7+ years of market research or related fields
• Marketing research study design, Survey programming (e.g., Qualtrics)
• Data analysis and synthesis
• Pattern finding, Presentations and effective communication
• Advanced Microsoft PowerPoint/Excel
• Strong data analysis tool experience (e.g., PowerSource, mTAB, SPSS)
• Project management (working with and aligning multiple stakeholder groups) and ability to manage multiple projects/tasks
• Sense of urgency, and attention to detail 

 

Preferred Qualifications: 

• MBA or MS in Marketing Science, Research, or related field
• Familiarity with AI-driven CX tools and automation platforms.
• Automotive and/or consumer electronics experience
• Proficiency in Spanish (business conversational)