The research & insights manager will be responsible for managing the customer experience research program and drawing together key cx insights to drive business decisions and strategyYou will oversee the team’s existing cx tracking surveys, use advanced analytical techniques to develop insights, and create story-based reports to share the learningsYou will be a subject matter expert for internal clients that will be relied upon to provide results in a clear, easy to understand mannerTo succeed in this role the candidate will possess a solid technical analytic background, strong cx research acumen, solid communication skills for interacting with and managing expectations of key stakeholders, and a natural drive to design and conduct cx research to influence strategy at kna.
Your key responsibilities will be survey design, distribution, and analysis; dashboard creation/maintenance; and managing the team’s sql queriesThe position will also play a key role in leading and managing research to answer key business questions from marketing, strategy, and vertical markets.
Manage all on-going strategic cx research and execute ad hoc research requestsAnalyze survey results using excel/r and create presentations using powerpoint/google slides.
Manage and become an sme on cx surveys.
Design sample plans and manage sql queries for the team.
Lead hypothesis-driven analysis on all research managed.
Clean & mine the existing data in the qualtrics/surveymonkey survey platforms.
Conduct regression analyses of internal data to identify drivers of experienceIntroduce additional analytical methods to uncover influencers of the customer experience.
Engage in nlp and sentiment analysis to enhance insights from cx surveys.
Create data visualizations, related to survey results, that are informative and easy to understand for stakeholders.
Cultivate relationships across the organization and build strong partnerships with stakeholders.
Possess an instinctive drive and curiosity for quantitative and qualitative cx analysis.
Education and experience:
Level of education: bachelor’s degreeMaster’s degree preferred.
Area of study: business, marketing, economics, mathematics, statistics, or social science-related undergraduate degree
Years of experience: 3+ years’ work experience in marketing, cx consulting, and/or consumer insights
Experience managing cx research program either within a large brand or as a consultant
Experience with a wide range of primary research approaches and techniques, including both qualitative and quantitative methods
Experience with sql, r/python, tableau, microsoft office
Experience with qualtrics, survey monkey, or similar survey platforms
Experience translating research findings into actionable insights for the business to drive marketing strategy and product enhancements
Outstanding presentation, verbal and written communication skills
Excellent project management skills with an ability to set and maintain priorities and meet deadlines in a multi-task, fast-paced and team-oriented environment
Critical thinker with a resourceful approach to problem-solving
Ability to adapt and work in a fast-paced, fluid environment
Ability to work in a remote, independent environment
Must be a proactive, self-starter with excellent organizational and time management skills
Job functional area
00091 kaplan higher ed
Kaplan is an equal opportunity employerAll positions with kaplan are paid at least $15 per hour or $31,200 per year for full-time positionsCompensation for specific positions are based on job level, skills, years of experience, and education, among other factorsAdditionally, certain positions are bonus or commission eligible.
Manager, Research & Insights
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