Director Customer Research and Strategy

Director Customer Research and Strategy

Blue Rock Search
September 14, 2018


The Director, Customer Research & Strategy will be responsible for developing and leading a best in class Voice of the Customer program that turns insights into actionable strategy. This individual will be a thought leader in the area of customer insights & experience and direct the VOC team in the design and analysis of sampling procedures, construction of surveys and questionnaires, and the application of research techniques to facilitate the collection of customer intelligence. This individual will also focus on increasing the depth and frequency of customer contacts throughout key stages in the customer life cycle. The VOC Program Leader will work across all three company divisions in partnership with the Sales and Operations teams and executive leadership representing the voice of the customer and driving toward the objective of increased customer satisfaction, retention and revenue growth.

Bachelor's degree in Marketing, Statistics, Business, or related field
Ten (10) years or more experience in market research, consulting, or statistical analysis experience Strong verbal and written communication skills
Ability to summarize and present information in a way that provides clarity and interest Strong entrepreneurial disposition; constant pursuit of what ‘could be’
Excellent project management skills, including the ability to design and manage multiple projects under tight deadline.  Experience with brand tracking research; attitude, awareness & usage research, competitive market share research, and product development studies
Knowledge of statistical sampling techniques and statistical significance of results (advanced level)
Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
Strong knowledge of research methodologies including perceptual mapping and conjoint analysis (advanced level.  Significant experience in manipulating and analyzing large amount of data and integrating it with other studies and strategic business information in order to reveal insights (advanced level)
Experience in developing the research function within Fortune 500 organizations (advanced level) Microsoft Office Suite including MS Excel, Word, PowerPoint (advanced level)
Survey programming software: Survey Gizmo, Confirmit, Qualtrics (advanced level)

Lead projects through the entire research process including study design, implementation, analysis, and consulting on results implementation including the selection and use of all external research service providers
Provide insights to drive business strategy and support all three business units. Present analyses to all levels of management summarizing analytical approach, data metrics, and key action items
Increase internal customer-first thinking, tell the story through VOC data analysis and reporting, conduct root cause analysis, and recommend key opportunities for improvement
Identify and use appropriate statistical and analytic techniques to support quantitative and qualitative research findings and recommendations
Direct industry intelligence on product and service offerings within this competitive marketplace
Actively monitor emerging trends within both quantitative and qualitative data sets. Proactively research and communicate trends and anomalies
In partnership with the data science team, continuously evaluate, enhance, and update data resources available. Identify information needs and work with potential data providers, solve data quality issues, and develop dashboards or other ad hoc reporting
Utilize both internal and external data sources to generate and analyze information about customer segments, product and service usage and patterns, and their correlation with customer retention and profitability
Research situations which negatively impact customer experience and provide clarity on where processes and systems are breaking down. Collect, research, analyze, and summarize qualitative and quantitative data

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