Senior Manager, Market Research

John Wiley & Sons - Hoboken, NJ

Full-time - Mid Level

Hoboken, NJ

Publishing Industries

About the position

The Customer Insights team helps colleagues to understand what customers are looking for from Wiley, and how our experiences deliver on their needs. The Senior CX Manager is a highly collaborative role that focuses on engagements with customers that drive understanding and facilitate customer experience outcomes.

Responsibilities

• Collaborate closely with a wide range of cross-functional stakeholders to understand where the needs are for qualitative research.
• Input for customer persona development and customer journey maps; understanding of needs, challenges, and preferences.
• Provide insights on topics identified as priority areas of interest such as Artificial Intelligence, Academic Integrity, and Open Research.
• Collaborate with Insights colleagues on research design and analysis; conduct qualitative research.
• Assume a leadership position in driving impact from Voice of the Customer (VoC) and other research initiatives.
• Project manage action-planning based on strategic implications for VoC and other priority research.
• Maintain relationships with VoC program leads and executive sponsors, collaborate on quarterly reporting on how insights are applied.
• Ensure that there is a structured process for incorporating customer feedback into the product development lifecycle.
• Collaborate with UX researchers, product managers, and developers on insights to prioritize feature updates, enhancements, and new product ideas based on customer insights.
• Collaborate with product marketing to understand and map the customer lifecycle through journey mapping using appropriate qualitative and quantitative research.

Requirements

• Bachelor's degree or equivalent experience.
• Demonstrated experience in customer-facing roles that involved the execution of activities to meet customer needs.
• Experience in academic/scientific publishing is a strong plus.
• Strong understanding of and personal experience with qualitative and quantitative research methodologies.
• Experience managing complex projects across functional areas.
• A working knowledge of tools used for insights development, such as MarTech tools (Adobe Analytics, Adobe Campaign), project management tools (Workfront, Mural), data management tools (BI), research tools (Pendo, Qualtrics), and human-centered design methods.
• Strong written and interpersonal skills; ability to inform and persuade; story-telling.

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development.
• Comprehensive benefits package.
• Fair, transparent pay.