Customer Insights, Senior Manager

3 weeks ago

Shelton, United States Hubbell Full time

Job Overview Hubbell is seeking an engaging, outgoing, curious, organized, and self-motivated individual to join their Voice of Customer (VoC) team. The VoC team operates under the innovation organization (CTO office). The team engages with customers to capture insights that are used to develop new innovative products. As a Customer Insights Senior Manager, you will work closely with cross functional teams to scope VOC projects and understand the markets, products, and customers. You will help identify customer targets by markets, organizations, roles, titles, and personas. You will conduct customer insights interviews to develop a deep understanding of customer experiences, needs, problems, and ideal solutions. You will also be responsible for moderating ideation brainstorming project / workshops to help project teams identify / develop innovative products and solutions that meet the customer’s needs and solve their problems. As a senior manager, you will have a lead role within the department and will be expected to monitor, and provide guidance and support to, other customer insight team members. A Day In The Life Conduct customer insights interviews to develop a deep understanding of customer experiences, needs, problems, and ideal solutions. Develop problem statements, solution attributes maps, personas, and other project tracking & reporting documents. Works with Business Unit project teams to understand the customers, products, and markets. Develop customer engagement interview target lists based on organizations, roles, titles, and personas. Work with various Hubbell departments such as Hubbell Enterprise Marketing, & Hubbell Sales to identify and set up meetings with potential qualitative customer interview candidates. Develop, track, and monitor lists of customer locations, e-mail, phone numbers, and LinkedIn Profiles as potential VoC customers. Prepare customer interview guide advising project teams on best practices for probing. Prepare customer engagement surveys to qualify potential VoC customers. Review survey responses to filter & streamline target lists. Provide guidance to project teams to understands the customer’s perspective as the team ideates to develop new products and solutions. Provide regular tracking and status reports on VoC projects in progress and or completed. What will help you thrive in this role? Must be able to lead teams, manage projects, conduct qualitative customer interviews and moderate events. Seeking someone who is engaging, outgoing, curious, highly organized, and self-motivated. Must be able to maintain and organize multiple projects at once. Must be able to monitor, guide, and support other VoC team members. Able to work independently as well as with cross functional teams. Strong organizational, analytical and project management skills combined with technical aptitude. Excellent communication and presentation skills (written, verbal and interpersonal). Skilled in project planning and project management. Qualitative customer interviews / engagement experience a plus. Must be able to present to executive teams on VoC project updates and strategies. Competencies Hubbell Incorporated Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently. The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses. We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe. Hubbell Unified Business Solutions Hubbell Unified Business Services (HUBS) provides corporate shared services to support all businesses across the enterprise. Functional areas include Engineering, Sales, Operations, Marketing, Finance, Legal, IT, Human Resources, Payroll, Environmental Health & Safety, and Compliance. HUBS employees are located around the world. Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

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