Research Manager - Voice of Customer

About the Role

Key Responsibilities

• Own and manage existing VOC research efforts, including relationship, journey, and interaction surveys across products and channels.
• Understand drivers of satisfaction and inform prioritization efforts based on impact to overall customer satisfaction.
• Use data and commentary to identify areas where additional customer research is needed to deep dive into pain points.
• Generate actionable insights with minimal supervision and regularly present findings to internal stakeholders.
• Partner with enterprise analytics and data teams to combine perception metrics, behavioral data, and business metrics to understand holistic customer journeys.
• Maintain and own relationships with marketing and digital partners to ensure consistent execution of survey tools.
• Maintain text categorization models for theming, identification, and routing of customer commentary.
• Manage plans for customer complaints to ensure timely internal resolution.
• Educate internal stakeholders on VOC ecosystem and data, providing training for dashboards and tools.
• Provide recommendations for new measurement tools and surveys as needed.
• Establish and maintain relationships with third-party research partners to ensure quality research execution.

Requirements

• Bachelor's degree in marketing, business, social sciences, or related field.
• 5+ years of market research or data analytics experience in a business-to-consumer setting.
• Experience designing and analyzing qualitative and quantitative research, including questionnaire/discussion guide design and data analysis.
• Strong presentation skills and ability to communicate insights effectively to various audiences.
• Strong analytical and critical thinking skills.
• Familiarity with Qualtrics XM platform (preferred).
• Familiarity with storytelling from data and summarizing key insights for executive audiences.
• Excellent written and oral communication skills.
• Flexible and adaptable to changing needs.
• Curious and collaborative nature.

Nice to Have

• Experience in financial services.
• Experience with survey research and data reporting.
• Knowledge of text categorization models and routing of customer commentary.

Qualifications

• Bachelor's degree in marketing, business, social sciences, or related field.
• 5+ years of relevant market research or data analytics experience.

Benefits & Perks

• Market-competitive base pay and pay-for-performance incentives (bonuses).
• Paid time off starting at 20 days plus 11 paid holidays and volunteer time off.
• 401(k) retirement plan with matching and company contributions.
• Student loan pay downs and 529 educational savings programs.
• Tuition reimbursement and employee stock purchase plan.
• Comprehensive health, dental, and vision insurance options.
• Life insurance, disability insurance, and pre-tax health savings accounts.
• Paid parental and caregiver leave, adoption, surrogacy, and fertility assistance.
• Work-life integration benefits including Employee Assistance Program and employee discounts.
• Additional incentives such as travel allowances, relocation assistance, signing bonuses, or equity may apply depending on the role.