Market Researcher - Voice of Customer

We seek an experienced and talented market researcher who is passionate about applying data-driven strategic and analytical thinking to support our Voice of Customer (VoC) and Net Promoter Score (NPS) initiatives.

As a VoC & NPS consultant , you will

• Manage all stages of quantitative (e.g., surveys) and qualitative (e.g., focus groups, 1:1 interviews, etc.) research studies, including research proposals, research methodology & design, operational execution, analysis, and reporting.
• Identify the proper research method(s) for deep-dive research studies based on business objectives, timeline, and resourcing.
• Collaborate closely with stakeholders in Customer Success and Product Management to manage the development of and showcase customer success stories.
• Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform business decisions aimed at improving the customer experience
• Dive deep into both qualitative and quantitative data to bring forward new insights that inform product and customer service innovations
• Communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management
• Influence partner teams across the company to take action based on research findings
• Manage external vendors that we work with for executing research studies
• Identify opportunities to simplify existing research processes and operate more nimbly

• Bachelor’s degree in Business, Research, Economics, or a related field of study required
• 7+ years of quantitative/qualitative B2B market research experience, including survey design and execution
• 7+ years of experience utilizing data and analytics to formulate program objectives, solve business problems, and drive process improvements
• 5+ years of experience in program management, project management, roadmap planning, and building processes
• Experience with statistical techniques used for survey design and analytics (e.g., statistical significance, Conjoint, MaxDiff)
• Experience programming in Qualtrics
• Strong proficiency in Excel, including features such as pivot tables and advanced formulas (e.g., VLOOKUP, INDEX, MATCH, etc.)
• Experience using data visualization tools
• Proven ability to work in cross-functional global teams, communicate with colleagues in both business and technical roles, and develop processes at scale
• You must have strong interpersonal skills, time management, accuracy, and a passion for communicating effectively (speaking and writing in English).
• You are self-directed with an unparalleled work ethic and flexible in accommodating US and European work hours.
• You have a proven track record of building and executing high-impact, high-volume programs at scale. Impeccable organizational skills and the ability to zoom out (see the big picture) and zoom in (pay attention to detail) are crucial to success.