Manager, Customer Research

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POST DATE 9/15/2016
END DATE 10/15/2016

Sears Hoffman Estates, IL

Hoffman Estates, IL
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree
Min Salary
Max Salary
Salary Unit
per year


The Mgr, Custom Research MF&I is responsible for supporting the custom research needs of the Member Feedback and Insight division related to improving the experiences within various channels. This position leverages a variety of primary and secondary methods and tools including panels, surveys, in-depth interviews, focus groups, verbatim analysis, mystery shops, etc. This position manages the need to triangulate customer / member originated data with internal behavioral data sets. This position supports the ongoing NPS studies run throughout the company related to questionnaire design and analysis to influence and shape the needed custom research.
* Meets with internal clients and take business opportunities and turn them into research programs
* Creates holistic learning plans for new and ongoing initiatives
* Creates actionable research projects BOTH proactively and in response to business unit needs using a variety of traditional and
innovative research techniques and tools
* Analyzes, interprets, and presents research findings to a diverse set of clients including retail, services, online, merchant, and
marketing functions
* Creates, authors, and analyzes survey-based research programs from small to large-scale
* Identifies linkages between research findings and other key company metrics like financial or operational measures to help guide
the decision making process, resource investment, or areas of potential risk
* Provides recommendations for methodology selection for NPS
* Creates and manages of member journey mapping, persona, and mission work
* Creates proactive research based on feedback findings
* Manages syndicated research subscriptions / knowledge sharing
* Creates and manages ad-hoc shops / audit programs
* Manages research vendors and seek out new and innovative techniques and technologies
* Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting
and terminating, conducting performance appraisals and coaching and developing associates.
* Bachelors Degree
* 5-10 years of related experience
* Valid Driver License for the State of employment
* Up to 25% travel
* 18 years of age or older
* Bachelor s degree or higher in the field of market / customer research, psychology, statistics, mathematics, generalized marketing
or business
* 6 + years of experience in customer /market research, marketing, or psychology
* 4 + years of project management market / customer research specific
* 3 + years of people management experience
* Able to be flexible as needs change, moving seamlessly between strategic and the tactical, with a focus on the Voice of the
Member research and insights
* Ability to take business problems and translate them into research objectives / strategies
* Advanced experience creating, managing, and reporting from quant / qualitative research projects (focus groups, multi-mode
surveying, in-depth interviewing)
* Experience with advanced research techniques such as discrete choice modeling, conjoint studies, and concept testing
* Ability to work with autonomy as well as collaboratively with team members
* Ability to perform and interpret statistical procedures such as regression, correlations, and factor analysis
Demonstrated experience communicating findings in an effective and meaningful way to organizational partners
* Advanced skills in Excel, PowerPoint, and in-person speaking
* Experience with survey programming / design / reporting software
* Experience using / creating research panels
* Significant vendor management experience / negotiating / discovering
* Strong writing skills
* Advanced Degree (MBA, Masters of Market Research)
* Ability to perform and interpret complex statistical procedures like factor analysis, non-linear / multi-variate regressions.
* Experience with database / statistical tools such as SQL, SAS, SPSS
* Focus group moderation
* Ethnographic techniques