15 Feb
Sr. Research Program Manager
Vacancy expired!
Responsibilities:
- 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 our 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 to deliver an 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 our 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 our C-suite, accommodating the needs of stakeholders to make results consumable
Vacancy expired!