Customer Experience Research Manager

3 weeks ago

Malvern PA United States CertainTeed Full time

What’s the job?

The Customer Experience Research Manager plays a crucial role in understanding customer behaviors, preferences, and trends. The incumbent’s role focuses on facilitating the exchange and application of knowledge between researchers and end-users, and will act as bridges between marketing, the business and research agencies to ensure that research findings are accessible, understandable, and actionable.

Partnering with the Customer Experience Insights Manager, their primary focus is on translating complex research into practical insights and fostering collaboration between different stakeholders within CertainTeed and Saint Gobain. They ensure that the organization remains customer-focused and can adapt to changing market conditions effectively.

Acting as the bridge between the Corporate Marketing team and a network of marketing firm vendors, this role is involved in the early stages of market research and multi-channel marketing campaign planning and strategy development, including gathering research and insights using market research, statistical databases.

What will you do?

Marketing Firms and/or Research Companies’ Coordination

  • Identify and develop a network of marketing firms and/or research companies and vendors to enhance research capabilities
  • Develop a capability roadmap and own the successful implementation of research capabilities, including creating protocol, and service agreements, documenting reporting features, establishing KPIs, creating easy-to-use dashboards, and other related execution tactics
  • Build strategic partnerships with stakeholders and research firms ensuring that research requests are successfully delivered with accurate, reliable results
  • Translate research findings into actionable insights with clear recommendations/implications
  • Facilitates interaction and engagement between researchers and end-users to enhance the exchange of knowledge ensuring that research findings are accessible and understandable to those who can apply them in practical settings

Insight Analysis

  • Gather, analyze, synthesize, and distribute actionable insights on customers' behavior and products, market conditions, customer journeys, competitors, and more to drive business-related decision-making.
  • Analyze data from multiple sources such as customer interactions, sales data, and social media to identify patterns and insights
  • Provide in-depth customer market insights with robust datasets (qualitative and quantitative).
  • Develop and maintain comprehensive market and segment reports and dashboards
  • Collaborates with the broader Marketing team to develop primary research to gain deep insights into customer behavior, preferences, and needs.
  • Partners with stakeholders or departments to define measurements for campaigns and audience targets

Thought Leadership & Dissemination

  • They work to ensure that research findings are not only disseminated but also utilized effectively
  • provide advice based on market trends, data analysis, and research findings to help end-users make informed decisions
  • Stay updated with the latest research methodologies and industry best practices.
  • Translates complex research findings into actionable insights that can be implemented by practitioners
  • Share knowledge and insights with the broader organization to foster a culture of data-driven decision-making

What do you bring?

  • Bachelor’s degree in a relevant field such as Business, Marketing, Social Science Economics, or relevant experience in the required field. Advanced degrees (e.g., MBA, Master’s in Data Science) can be advantageous.
  • 3+ years of experience in research, data analysis, or a related field.
  • 3+ years of market research experience in research companies; customer experience research experience is ideal.
  • Experience in a building products industry preferred
  • Strong vendor relationships with research agencies
  • Strong ability to analyze data, interpret research findings, and generate actionable insights
  • Excellent written and verbal communication skills to effectively convey research findings to stakeholders
  • Ability to manage multiple projects simultaneously and meet deadlines.
  • Expert in PowerPoint and proficiency in data visualization tools (e.g., Power BI, Tableau, Salesforce dashboard).
  • Strong relationship-building skills to facilitate collaboration between researchers, end-users and stakeholders

What are our perks?

We provide unique options to fit your unique lives Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options includes, but is not limited to:

  • Excellent healthcare options: Medical, vision, prescription & dental
  • Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program
  • Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)
  • Tuition Reimbursement: Continuing education for every season of your career
  • Pet Insurance options: Insurance plan & prescription discount program for your furry friends
  • Employee Recognition Programs
  • PerkSpot: Our exclusive one-stop online discount marketplace
  • LiveWell: Rewarding you for living a healthy lifestyle

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

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