FUNCTIONAL PURPOSE:
Leads the planning, design and execution of best-in-class customer insights research and provides strategic recommendations to empower internal customers to make smarter business decisions through a deeper understanding of customer behavior, competitor activities, and emerging trends in the macro-environment. Serves as a subject matter expert for competitive analysis and customer research projects and programs to stakeholders at various levels of the organization.
DUTIES AND RESPONSIBILITIES:
1. Leads the design and execution of large-scale market research studies internally or with vendors using a variety of innovative research methodologies and techniques (e.g., focus groups, IDIs, A/B testing, and ethnography) to analyze and extract key insights for stakeholders.
2. Consults cross-functionally with internal stakeholders at various levels of the organization to influence key business decisions related to brand, pricing, customer experience, new product develop and/or advertising.
3. Leads primary and secondary market research (qualitative and quantitative), statistical analyses, and business intelligence to support strategic, tactical and organizational initiatives. Leads large-scale market segmentation and brand research (e.g., ad/concept testing, and customer satisfaction).
4. Leads studies to assess conditions and changes in customer requirements, and patterns of use of service and postal products and services. Uses advance research techniques (e.g., consumer decision trees) to understand consumer and commercial behaviors and related decision making processes sufficient to develop effective and innovative strategies and tactics that drive profitable growth.
5. Acts as a subject matter expert for market research projects and provides program guidance, direction or advice to employees within or outside the organizational unit.
6. Leads the development of trends and summary reports from external sources and events (e.g.. ANA, MailCom, Parcel Forum) to learn about upcoming and trending technology and industry standards, and to serve as a shipping and mailing trends expert. Provides direction and guidance to others regarding best practices.
7. Oversees projects and team members conducting market research. Supports the integration of existing research across the organization into concise and compelling insights that address strategic issues and empower internal customers to make smarter business decisions through a deeper understanding of customer behavior, competitor activities, and emerging trends in the macro-environment.
SUPERVISION:
Manager of unit to which assigned.
REQUIREMENTS:
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