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Customer Insights Manager

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Fortune200 Financial Services company in Plano, TX is seeking a Customer Insights Manager. The team they will join researches and analyzes customer experiences from new and existing customers of the bank, its competitors, and other “beacon” companies. The team’s work inspires action to create and improve the products, services, experiences for auto and home loans customers.

The ideal candidate for this role is…..
- A passionate advocate for the customer – someone who loves connecting, and understanding people, their attitudes, needs, and behaviors, and looking for ways to improve their financial well-being and lives
- Grounded in customer research fundamentals – understands what is required to get quality insights and can assess when and how to make tradeoffs between cost, speed, and quality
- Experienced using methodologies that involve behavioral psychology, behavioral economics, neuroscience, sociology, human interaction design, etc. to better understand customers
- Strong analyst with an aptitude for insight synthesis from qualitative and quantitative customer inputs by leveraging a variety of analytical tools (e.g. SAS, SPSS, Excel, Clarabridge)
- Organized – can drive projects to completion, prioritize across multiple requests, and manage customer panels as well as research vendor partners
- Strong collaborative partner – must be able to actively listen to stakeholders, understand their needs, and work together toward a common goal
- A great storyteller/communicator – can influence by packaging and presenting insights in a compelling way
- A great teammate – brings a positive attitude and is enjoyable to work with

Responsibilities
In this role you will develop impactful insights that illuminate and inspire the business. To do this you will…
- Integrate insights from internal experts/stakeholders, primary research, secondary research sources, and market intelligence
- Manage a network of pre-identified research suppliers to execute studies, as well as employing DIY approaches (e.g. SurveyGizmo/Qualtrics/ConfirmIt) surveys, customer communities, and online qualitative interview moderation (e.g. dscout, usertesting.com, Morae)
- Coordinate and leverage an internal and external customer panel/community to gather qualitative process feedback by developing insight tasks, processing findings, and extracting and summarizing best practices/recommendations
- Conduct and manage on-going customer experience health check interviews, provide quarterly reports, anecdotes, video/audio snapshots to supplement NPS/satisfaction surveys
- Present and share insights to business partners, senior leadership, and stakeholders that drive business actions
- Maintain a network with internal partners to identify and prioritize research needs (including developing and managing learning agendas)

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