Market Research Manager, Customer Experience

$70,000 - $75,000/Yr

Ipsos Zrt. - New York, NY

Full-time - Mid Level

New York, NY

About the position

About Customer Experience: The Customer Experience (CX) Service Line helps our clients listen to the voice of their customers and make operational and strategic decisions to drive customer loyalty, retention, and growth. We do this by surveying customers across numerous transactional touchpoints (customer service, billing, product quality, etc.) and across their ongoing relationship with customers through experience journey evaluations. What makes this role important at Ipsos? The Market Research Manager (internally known as Account Manager) will be an integral part of the Customer Experience team. The successful candidate will hold considerable responsibilities and play a significant role in the maintenance and growth of long-term client relationships. The Account Manager will report to a Research Director on the team and will be responsible for the management and analysis of research projects across a broad array of categories and industries. What success in this role looks like: This individual will be responsible for generating new business by navigating potential client organizations. They will work collaboratively with a team of CX subject matter experts in advisory, service design, research, analytics, and technology to develop meaningful outreaches and solutions against client objectives. What you can expect to be doing: Execute all aspects of the research process from questionnaire writing and research design, field management, analysis and interpretation of results through to preparation of reports. Liaising on a regular basis with all key internal operations groups (data collection, data processing, and results reporting) to ensure that accurate, reliable results are delivered to clients in a timely, cost-efficient manner. Build and maintain relationships with key clients by responding to queries and providing updates per client requests. Maintain project budget and work with the team to ensure all aspects of the study continue to operate smoothly; responsible for quality assurance throughout the life-cycle.

Responsibilities

• Execute all aspects of the research process from questionnaire writing and research design to field management, analysis, and interpretation of results.
• Liaise regularly with all key internal operations groups (data collection, data processing, and results reporting) to ensure accurate and reliable results are delivered to clients in a timely manner.
• Build and maintain relationships with key clients by responding to queries and providing updates per client requests.
• Maintain project budget and work with the team to ensure all aspects of the study continue to operate smoothly; responsible for quality assurance throughout the life-cycle.
• Generate new business by navigating potential client organizations.

Requirements

• Completed Bachelor's Degree in a related field; master's level education is an asset.
• 2-3 years of market research experience; customer experience research is an asset.
• Advanced proficiency with MS Office Suite, specifically MS Excel and MS PowerPoint.
• Superior organizational skills, attention to detail, and commitment to the accuracy and completeness of information.
• Data savvy with a strong attention to detail and accuracy.
• Basic knowledge of SPSS and/or other quantitative reporting tools is highly desirable.
• Prior experience using Customer Experience Management (CXM) tech platforms (e.g., Qualtrics, Medallia, InMoment) is highly desirable.
• Ability to manage multiple projects simultaneously while maintaining a strong client service orientation.
• Ability to manage complex, multi-faceted project budgets and to create, manage, and commit to a project plan, schedule, and budget.
• Highly motivated, self-directed, and possess a driven personality capable of working within tight deadlines.
• Excellent written and verbal communication skills with well-developed interpersonal and presentation skills.

Nice-to-haves

• Experience with customer experience research methodologies.
• Familiarity with additional data analysis tools beyond SPSS.

Benefits

• Health insurance
• Paid time off
• Flexible workplace policy
• Career Development opportunities
• Wellness benefits