CX Research Program Manager

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timePosted 6 days ago location United States salarySalary undisclosed
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Job Description

6363 W2 Only Remote Contract opening for a CX Research Program Manager. Description As a Research Program Manager, you will have a unique opportunity to help drive the culture towards a more customer-centric brand through research, insights, and project-based management. Looking for a strong researcher with VoC program management skills, who is passionate about CX, and can support product teams with a combination of product research and VoC insights. A good fit is someone who has a proven record of developing and managing a VoC program across the org, as well as having a strong market research background to understand methodological implications. You consider yourself a lifelong learner of people with a strong research and VoC background. Looking for someone to complement the Consumer Insights team!! Responsibilities This role is a dual role, driving the VoC program across the organization and supporting the Product team with their robust research needs. You will partner with Voice of the Customer Analyst to refine and drive the overall program across key internal stakeholders. Working across teams, you will be key in connecting teams through research and customer feedback to drive focus to product development, design, and marketing efforts. You will be responsible for making sure NPS growth is a clear outcome by sharing customer feedback and guiding research objectives with consideration to feedback and strategy. Assess, modify, and enhance the current VoC program, which includes sample design, questionnaire development and touchpoint mapping Designs, develops, and delivers a VoC program roadmap that focuses on business goals Employs innovative approaches, making it easy for the voice of customers to be heard, understood, and acted upon, through creative thinking Considers and shares industry trends around customer experience metrics and performance in order to educate stakeholders Identifies and analyzes data from customers and consumers for the purpose of prioritizing CX opportunities Ensures that quality survey and defined sample targets are achieved across all touch points Runs new survey launches, analysis and related reporting Serves as the subject-matter authority on customer surveys and feedback with in-depth knowledge of customers and their experiences Identifies opportunities for improvement through analysis and gathers insights that will enable delivery of exceptional customer experience Supports strategic product prioritization and celebrates customer stories by aggregating and reporting product experience feedback from customers Works closely with Product managers to refine research objectives, and executes on those objectives through various methodologies Manages online community of members, including recruitment and topic management. Will partner with the community manager to ensure topics and analyses are relevant and on track. Strong storyteller - Presents findings and insights to all levels of the organization, including senior leaders and members of C-suite, accommodating the needs of stakeholders to make results consumable Works in tandem with the Product, Customer Experience, and Marketing teams to facilitate research, and acts as a key partner in ensuring that the process delivers the intended experience to customers Has a strong analytical and statistical background that supports enhanced data analyses Requirements Bachelor's degree (Advanced Degree preferred) 5-7 years of experience in VoCCX and marketproduct research, relevant financialcredit industry experience strongly preferred Experience with survey platforms is required (Qualtrics preferred) Familiarity andor experience with quantitative skills, such as building statistical models, consumer profile development, segmentation, etc. Experience with SPSS, R or SAS preferred Market research methodologies including, but not limited to, Multivariate Regression, Conjoint, MaxDiff Analysis, Discriminant, Cluster, Factor Analysis Experience with price testing methodologies Strong in MS Office (PowerPoint and Excel especially) Strong communications skills required for representing data and analysis to key stakeholders and management ability to create and communicate the "story" in written reports, presentations, and via other avenues of communication. Intellectually-curious, analytical, impact-driven, persistent, and confident with sharing opinions and recommendations. Must be organized, able to work both independently and within a team, with strong attention to detail and strong project management skills. Must have strong familiarity with multiple research methodologies (qualitative and quantitative) and must understand appropriate application of advanced analytics to market research data. Expertise integrating research with large amounts of internal and external data (quantitative and qualitative) to develop strategic and actionable recommendations. Demonstrated ability to plan and execute consumer and market research projects with various methodologies, generate consumer and market insights, and tie these insights to actionable business recommendations. If you are interested in the position and feel you are qualified, please reply to JO6363 along with a copy of your updated resume.