Customer Research Coordinator

3 weeks ago

Auburn Hills, United States CareerBuilder Full time

Customer Research Coordinator
The Customer Research Coordinator plays a critical role in ensuring the effective and efficient functioning of our division's operations. As an entry level contributor, the Customer Research Coordinator will support the delivery of project deliverables managed by the Customer Experience Management, Brand and Strategy, Digital, Data or Marketing Operations teams.
This role will be focused on the Customer Experience Management Team and to be successful will need to have a passion for understanding how customers are experiencing banking with Comerica. Dedicated to our voice of customer programs, the role will support the end-to-end operations of this quantitative research including customer data production, survey administration, reporting dashboards, closed-loop feedback processes, and insights presentations.
Responsibilities also include administration of any of the following types of activities: advertising and marketing programs and materials for business lines, contributing to the evolution of CXM practices and principles. Develop ads, communications, prospect engagement and/or participating in culture-building initiatives.
Position Responsibilities:
Research Coordination
* Support staff in development, scheduling and coordination of reports and presentations as needed.
* Manage the scheduling/tracking of necessary research participation and facilitate the resolution of actionable customer complaints/feedback, as required by the line of business.
* Monitor industry resources for relevant insights, such as CX trends and innovations; life stage and lifestyle-driven shifts in banking motivators, consumer behaviors, banking case studies, etc.
* Monitor competitive resources for insights to emerging strategies; marketing messages; online/social media presence, etc.
* Summarize and share insights with Management in a clear and relevant matter and support ad hoc investigations as directed.
Creative Asset Management
* Coordinate the development of customer-facing promotional messaging creative assets (i.e., Comerica.com, web banking, customer portals, banking centers, merchandising, marketing TVs, etc.).
* Gathering information for creative briefs with clear implementation instructions for activation of customer-facing promotional messaging (i.e., social sites, website, web banking, portals, etc.) and provide direction to agency partners in support of ensuring newly developed marketing assets are compliant.
* Participate in yearly creative asset audit and manage change requests to update, revise or retire existing creative assets and website content, activity may include updating the creative asset management system (DAM) with relevant information regarding the creative asset identified in the audit.
Operations & Employee Engagement Support
* Participate in MARCX Employee Activities Committee and be responsible for planning and executing in-person and virtual events in key MARCX offices.
* Design and implement training modules that interest MARCX colleagues so that they can learn more about MARCX projects, processes and policies and Comerica's core values and inclusion initiatives.
* Document and manage workflows, including Compliance & Legal reviews and approvals, in Workfront as requested by Manager.
* Assist with MARCX colleague onboarding by participating in MARCX welcome calls, utilizing ServiceNow, acting as liaison between real estate, corporate security and the business unit so that each colleague has a welcoming experience.
* Assume the role of SharePoint Power User by contributing to the content development of corporate, team and project pages by providing insight into project deliverables.
* Responsibilities include SharePoint governance of processes, procedures and content housed with files and folders on Connect.
Position Qualifications:
* Bachelor's Degree from an accredited university or 4 years of relevant experience
* Experience in Market Research/Analytics, Marketing, Financial Institution or related field a plus
Auburn Hills Operations Center8:00am - 5:00pm Monday - Friday (This position offers a hybrid work model that includes onsite and remote days as determined by the manager.)

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