AddressRole: Customer Insights Manager/Lead (Heavy on Quantitative Research)
Location: Bangalore
Years for Work-ex: Minimum 6+ years professional experience in Insights function managing qualitative and quantitative research projects.
Preferably someone with 4+ years of experience leading quantitative customer research projects.
We are seeking a Customer Insights Manager, focused on improving the customer experience across all products and services.
We use customer research (both qualitative and quantitative) to understand how people use our online services along with understanding B2B customer needs and present business recommendations in order to improve end-to-end customer experience for both sets of customers.
The person in this role will influence our product roadmap for India, and will continuously innovate and build new processes and research methodologies in an effort to better serve both our B2B and B2C customers.
The candidate must have excellent qualitative and quantitative research experience managing running studies by partnering research vendors. They should have strong project management and analytical skills, as well as a track record of delivering projects in complex and ambiguous environments.
Key job responsibilities
- Plan, scope and execute customer research studies, keeping in mind customer needs to identify areas that can drive impactful customer experience enhancements.
- Own and execute end-to-end customer research studies including study design, fieldwork (qualitative research moderation and survey execution), analysis, recommendations, reporting and presentation of results to leaders .
- Build and continuously improve processes to gather customer insights and optimize efficiencies.
- Work cross-functionally with peers/colleagues
- Build and manage vendor relationships with research agencies
Basic Qualifications:
- Minimum 6+ years professional experience in Insights function managing qualitative and quantitative research projects. Preferably someone with 4+ years of experience leading quantitative customer research projects.
- Bachelor's degree in marketing, business, psychology, or a related field; Master's degree like MBA preferred
- Experience with Excel (data manipulation, macros, charts and pivot tables)
Preferred Qualifications
- Proven experience in Consumer Insights or market research, with a track record of successfully driving business impact .
- Quantitative research experience across concept testing, brand health tracking, usage and attitude studies, product testing etc.
- Familiarity with qualitative research design, using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and user research), moderation and data analysis.
- Strong analytical skills, attention to detail and proficiency in data analysis tools
- Strategic mindset with the ability to connect Consumer Insights to business strategies .
- Flexibility to work in a fast-paced environment and ambiguous situations .
- Ability to meet ambitious deadlines and deliver high-quality work on tight timelines, including quickly turning around study plans and reports
- Fluency in English (speak and write with high proficiency)
