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Marketing Insights Manager

Job title: Marketing Insights Manager
Contract type: Freelance
Discipline: Marketing
Remote: No
Reference: 402947
Contact name: McKenzie Schmidt

Job description

The Consumer Insights team works as part of our client's Design group supporting the creation of new and innovative products from inception to launch. As a full service insights team, we provide qualitative, quantitative and strategic support for our business, marketing and design partners. The Customer Experience (CX) Organisation CX exists to orchestrate experiences and deliver customer service that builds relationships, promotes loyalty, and delivers growth. Our goal is to deliver world-class CX with speed, accuracy, and quality of responses; and to be an extension of each of our Brands while deploying strategy that allows us to scale with agility. We aspire to transition CX’s role from Support to Advocacy by learning customer preferences, focus on improving customer-centric metrics, and building personalized, always-on support capabilities.

This Role This is a newly created role. You will be an essential part of the transformation of the CX team, ensuring that we stay focussed on the needs of the people buying and using our products and services. You will be part of the CI team, reporting directly to the Global Head of Consumer Insights, based in Switzerland. Your primary stakeholder will be Head of CX Business Intelligence. Other key stakeholders of the role will be Head of CX Ops; Head of CX Programs; and Head of CX Knowledge, NPI, & Coaching. Your role will be to ensure that the knowledge we have about our users, consumers and customers is available where helpful to the CX organization. You will also be responsible for bringing back to CI the insights we can garner from CX systems. Finally, you will be responsible for identifying key knowledge gaps essential to delivering a better experience to our end users and working to close those gaps.

Responsibilities:

-Bring forward CI knowledge about consumer journeys into the CX organisation to support prioritization of initiatives.

-Be a champion for consumer centricity within the CX organisation - ensuring CX decisions are made with appropriate consumer centricity.

-Work closely with the Head of CX Business Intelligence to identify knowledge gaps most useful to the CX organisation.

-Work closely with the CI team to mine their knowledge and take back answers to the CX organisation.

-Drive our understanding of people’s needs deep in CX organisation

-Identify where fresh research is needed, and create a plan to get answers.

-Execute research to address knowledge gaps for questions coming from the CX organisation; engage with current consumers and identify in-field insights.

-Help train frontline CX staff in how to best support our users.

-Ensure that the broader organisation takes opportunities to leverage insight that the CX organisation can offer e.g. call center customer lists and frequently occurring questions/issues

Skills: Qualifications and characteristics:

-6+yrs. of demonstrated experience generating insights that have led to significant business impact.

-A creative problem solver - we’re looking for an insights professional that enjoys thinking differently about how to gather and leverage data to improve what we are delivering to people.

-Strong experience in and passionate about diverse research methods.

-Compelling synthesis, storytelling and presentation skills.

-Someone people enjoy listening to and learning from.

-A global citizen and professional - proven experience in dealing with globally diverse stakeholders, and research across the world.

-Ability to work independently and handle multiple projects simultaneously.

-Organised and able to work autonomously, but know when to check in and get help.

-Experience in partnering with business stakeholders: multifunctional team members across the world.

-High business ethics and compliance to legal requirements when dealing with consumer personal data.

-Familiarity in dealing with Tableau

Education: College Degree preferred

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Expired job

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