Business to Business customer Experience Insights Lead Manager

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POST DATE 9/1/2016
END DATE 10/18/2016

Modis Minneapolis, MN

Minneapolis, MN
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Full Time
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span Fortune 500 Company is seeking to fill a Business to Business customer Experience Insights Lead Manager Job in Minneapolis, MN. br   br B Job Description: /B Business to Business customer Experience Insights Lead Manager br B Location: /B Minneapolis, MN br B Hours: /B 40/hr week br B Overview: /B Lead the customer experience team to drive action through insights. The team functions as an enterprise resource to analyze, synthesize and socialize insights with our various internal partners. Additionally, the team will be responsible for “telling the customer story”, by aligning Voice of the Customer insights with other critical information (e.g., operational and financial metrics, complaints, etc.) in a compelling and powerful fashion. br This position will collaborate closely with the various Business and Product lines, the Enterprise Research and Analysis team, Marketing, Call Centers and Customer Experience Office. br B Primary responsibilities and experience include: /B br • Act as a subject matter expert for a line of business and/or channel managing loyalty/customer satisfaction tracking studies br • Increase the effectiveness of our Customer feedback measurement programs by growing our information sources and providing timely, insightful analysis and actionable recommendations to profile and define market opportunities br • Lead quantitative and qualitative Business customer survey programs across multiple business lines, analysis of secondary data, building out new measurement programs and refreshing existing programs as needed to provide a more holistic assessment of the bank br • Direct market research vendors focused on creating insight through a variety of analysis efforts, including, but not limited to, text analytics, speech analytics, syndicated research, transaction and end to end experience research br • Liaise with our business partners across the business to provide them with the necessary data and insight to consistently measure our products, processes and experiences br • Create compelling business cases and recommendations that drive action and support business decisions through the effective use of data, customer insight and analysis br • Use insights from the various customer experience measurement initiatives to inform our efforts to align and prioritize opportunities with our brand promise and purpose br • Apply broad knowledge of banking, service and customer experience to identify trends, competitive advantages, pain points and risks—not just historically, but proactively where possible br • Create and monitor metrics/dashboards/reports to identify trends and track the impact of key initiatives br • Participate in cross-channel projects and teams to ensure we are supporting these efforts and up to speed with potential upstream/downstream activities br • Stay abreast of leading edge customer experience measurement techniques and capabilities br • Manage vendor relationships in accordance with company policies and procedures br • Manage a budget of $3 Million br   br B Qualification: /B br • Bachelor’s degree required, Masters preferred br • Minimum of 5 years in Customer experience research management, vendor oversight required br • Management of market research surveying with consumers required, experience with different methodologies preferred br • Financial services experience preferred but not required br • Strong analytical and problem solving skills, loyalty metric and case study work preferred br