Job Description

Experian Consumer Services is looking for a Research Program Manager who will support new product experiences and help us strengthen our customer relationships above and beyond standard practices. This role takes into account everything we learn from our brand research to the expectations consumers have when they use our products to enforce a solid experience for our members. As an expert in research and customer experience, you will be able to identify, through insights, the biggest opportunities for our product, marketing and CX teams to focus on in order to build a world-class experience for consumers.

A good fit is someone who has a proven record of developing, managing and executing on a VoC program, as well as having a strong market research background to understand methodological implications. You consider yourself a lifelong learner of people with a strong research and VoC background and a passion for CX. We are looking for someone to complement our Consumer Insights team.

WHAT YOU’LL BE DOING

This role begins with understanding customer needs in order to create an experience that meets and exceeds expectations. As we create new products, it is imperative that we get the experience right. This person believes that every touchpoint is a chance to make their experience remarkable and it’s an opportunity to reiterate the brand promise. Working across teams, you will be key in connecting teams through research and customer feedback to drive focus to brand messaging, product development, design and marketing efforts. You will be responsible for making sure NPS growth is a clear outcome of new and existing products, holding teams accountable to a world-class customer experience.

• Be at the center of new products from conceptualization to launch, helping teams construct CX goals and a strategy to ensure success
• Continually assess, modify and evolve the current VoC program, which includes sample design, questionnaire development and touchpoint mapping
• Design, develop and deliver a VoC program roadmap that focuses on business goals connects to product, GTM, UX and other relevant teams
• Employ innovative approaches making it easy for the voice of our customers to be heard, understood and acted upon, through creative thinking
• Develop listening points in the customer journey, refine segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Liaise with the advertising, product and UX teams to ensure delivery of high-quality products that align with our brand message and ensure that Experian delivers the intended experience to customers
• Test new strategies and value propositions for driving customer value as it connects to new products
• Consider and share industry trends around customer experience metrics and performance in order to educate stakeholders
• Identify and analyze data from customers and consumers for the purpose of prioritizing CX opportunities and ensuring a consistent customer journey across product lines
• Ensure that quality survey and defined sample targets are achieved across all touch points
• Support strategic product prioritization and celebrate customer stories by aggregating and reporting product experience feedback from customers
• Strong storyteller - Presents findings and insights to all levels of the organization, including senior leaders and members of our C-suite, accommodating the needs of stakeholders to make results consumable
• Has a strong analytical and statistical background that supports enhanced data analyses

Qualifications

WHAT YOUR BACKGROUND LOOKS LIKE

• Bachelor's degree (Advanced Degree preferred)
• 5-7 years of experience in VoC/CX and market/product/brand research, relevant financial/credit industry experience strongly preferred
• Experience with survey platforms is required (Qualtrics preferred)
• Familiarity and/or experience with quantitative skills, such as building statistical models, consumer profile development, segmentation, etc.
• Experience with SPSS, R or SAS preferred
• Market research methodologies including, but not limited to, Multivariate Regression, Conjoint, MaxDiff Analysis, Discriminant, Cluster, Factor Analysis
• Strong in MS Office (PowerPoint and Excel especially)
• Strong communication skills required for representing data and analysis to key stakeholders and management; ability to create and communicate the "story" in written reports, presentations, and via other avenues of communication.
• Intellectually curious, analytical, impact-driven, persistent, and confident with sharing opinions and recommendations.
• Must be organized, able to work both independently and within a team, with strong attention to detail and strong project management skills.
• Must have strong familiarity with multiple research methodologies (qualitative and quantitative) and must understand appropriate application of advanced analytics to market research data.
• Expertise integrating research with large amounts of internal and external data (quantitative and qualitative) to develop strategic and actionable recommendations.
• Demonstrated ability to plan and execute consumer and market research projects with various methodologies, generate consumer and market insights, and tie these insights to actionable business recommendations.

PERKS

• During this pandemic, all Experian employees are working remotely. Once it’s safe to do so, we’ll slowly return to our offices however we are in no rush to do this. The safety of our employees is of utmost importance.
• Four weeks of vacation to start, five sick days and two volunteer days (plus eleven paid holidays)
• Competitive pay and comprehensive benefits package, with a bonus target of 15%
• Flexible work schedule and relaxed dress code

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.