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Customer Insights Lead

4 weeks ago

Carlisle, United States Carlisle Construction Materials Full time

The Customer Insights Lead is expected to play a critical role in understanding behavior, motivations, and the decision-making process to create actionable insights that will shape Carlisle products and service innovations. Leveraging expertise in behavioral science and research methodologies, the Innovation Customer Insights Lead will establish and execute process frameworks to collect data to understand problems to be solved and customer desirability and acceptance of potential solutions.


These processes, such as market analysis, customer research and behavior analysis, product and service development and commercialization insights are critical to the advancement of innovation. The Innovation Customer Insights Lead will be expected to champion the voice of the customer as they coach, guide, and direct leaders and stakeholders in these innovation processes. This is a highly visible position and requires the ability to effectively influence at all levels of the organization.


Duties and Responsibilities:

  • Customer behavioral research & analysis: Develop a structured framework for primary & secondary research (e.g. field research, ethnography, etc.) and analysis of customer behavior to identify insights that inform product and service design
  • User experience enhancement: Utilize behavioral metrics and user feedback to evaluate the effectiveness of potential products and propose improvements that enhance user experience and overall product satisfaction
  • Behavioral strategy development: Develop evidence-based strategies and interventions to influence user behavior positively and drive desired actions, such as increased product adoption, engagement, and retention
  • Data-driven experimentation: Design and implement experiments (e.g. A/B tests, Conjoint Analysis) to test the impact of behavioral interventions and product variations, ensuring data-driven decision-making and continuous optimization
  • User persona development: Assist in creating detailed user personas and behavioral archetypes that guide product development and efforts and resonate with our diverse user base
  • Cross-Functional collaboration & ideation: Collaborate with Product Managers, UX/UI Designers, Data Analysts, and other team members to generate innovative ideas and translate behavioral insights into actionable features and product enhancements.
  • Industry Knowledge: Stay up to date with the latest research, trends, and best practices in behavioral science, product design, and innovation to bring cutting-edge insights to the team.
  • Continuous improvement: Continuous improvement of key innovation processes and best practices, sharing and assist with the development/strengthening of innovation culture as an innovation advocate


Required Skills/Abilities/Knowledge:

  • Strong expertise in experimental design, statistical analysis, and data interpretation
  • Familiarity with user research methods, including surveys, interviews, and usability testing
  • Proficiency in behavioral analysis tools and software
  • Excellent communication skills to present findings and insights to diverse stakeholders
  • Ability to work collaboratively in cross-functional teams and adapt quickly to changing project requirements
  • A passion for innovation and a strong drive to create meaningful and impactful products
  • Product Development, Service Development & Innovation processes
  • Critical to Quality, Customer VOC/Ethnography, customer development
  • Product development stage gate, rapid prototyping, and validation
  • New product sales planning
  • Continuous process improvement, problem solving
  • Elementary concepts in construction materials & building technology
  • Material / System Design
  • Construction / Installation
  • Product / System Field Testing & Performance
  • Essential Full Performance Skills: Strong verbal and written communication skills, presentation skills, analytical skills, conflict resolution, listening skills
  • Process management and process improvement
  • Creative problem solving


Requirements

  • BS in Behavioral Science, Psychology, Economics, Marketing, People Analytics or a related field.
  • 3+ years experience applying behavioral science frameworks, insights, and experimental research in a business setting
  • Experience in innovation, business training, workshop facilitation and process improvement preferred


Benefits And Compensation

Carlisle provides competitive salaries, bonus eligibility, time-off, multiple and competitive healthcare options, 401K, tuition reimbursement, continuing training and support. This position would require someone to work in Carlisle, PA and relocation assistance is available upon request.


Carlisle Construction Materials LLC (CCM) is a diversified manufacturer and supplier of premium building products and related technologies for the commercial and residential construction markets. Carlisle is one of the most respected companies in the building materials industry. After being around for more than 100 years, our customers know us for our superior products, remarkable service, and groundbreaking innovations. Our culture at CCM is one that values collaboration and team success over individual credit. Carlisle core values are safety, bias for action and results, continuous improvement, teamwork and communication, customer focus, empowerment, and mutual trust respect, and integrity. These core values are the center of all business decisions and make CCM the successful company that it is.


The Research and Innovation team consists of scientists that are responsible for developing breakthrough technologies in support of CCM’s current and future needs in the roofing business. The research scientist will work closely with value chain partners, commercial leadership, and technical leadership to support current business and influence technology development to enable the next generation of sustainable roofing membranes.

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