RRD Marketing Solutions is an analytics-driven, multi-channel, customer engagement firm. We are currently looking for a Research & Customer Experience Director due to continued growth. This person will contribute strategic thought leadership and provide mentorship to the team while leading client engagements and serving as a primary point of contact for clients on their project. The candidate must have demonstrated experience effectively managing clients and people with a drive to create outstanding customer experiences. He/she will have deep prior user research experience, empathy and passion for the field of usability and user experience.
RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER
Required Skills
RESPONSIBILITIES
Lead project teams to exceed expectations through effectively delivering customer experience projects. Produce deliverables with exceptional accuracy and quality on time and on budget. Prior experience working with clients and conducting research with and leading a project team (support staff, participant recruiting team, etc.).
Manage and lead customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:
Experience in conducting research across channels and devices strongly preferred. In-store research experience, in particular, strongly desired.
Participate as needed in sales efforts including identifying appropriate methodologies, reviewing and providing feedback on work estimates, creating or reviewing proposals and SOWs, conducting remote and client-facing presentations
Be knowledgeable of and educate prospects and clients with the breadth and depth of RRD Marketing Solutions offerings.
Serve as an expert within the research and customer experience discipline and be able to clearly articulate RRD Marketing Solutions key differentiators as it relates to user-centered design and customer experience and explain our approach
Help educate client and internal staff on user research, market research, usability best practices, and be an advocate of the Research & Customer Experience Group
Help build RRD Marketing Solutions research and customer experience processes, structure, service offering and methodologies
Bring leadership, provide mentorship and conduct training to the team
Manage direct reports as assigned
Required Experience
REQUIREMENTS
RESPONSIBILITIES
Lead project teams to exceed expectations through effectively delivering customer experience projects. Produce deliverables with exceptional accuracy and quality on time and on budget. Prior experience working with clients and conducting research with and leading a project team (support staff, participant recruiting team, etc.).
Manage and lead customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:
Experience in conducting research across channels and devices strongly preferred. In-store research experience, in particular, strongly desired.
Participate as needed in sales efforts including identifying appropriate methodologies, reviewing and providing feedback on work estimates, creating or reviewing proposals and SOWs, conducting remote and client-facing presentations
Be knowledgeable of and educate prospects and clients with the breadth and depth of RRD Marketing Solutions offerings.
Serve as an expert within the research and customer experience discipline and be able to clearly articulate RRD Marketing Solutions key differentiators as it relates to user-centered design and customer experience and explain our approach
Help educate client and internal staff on user research, market research, usability best practices, and be an advocate of the Research & Customer Experience Group
Help build RRD Marketing Solutions research and customer experience processes, structure, service offering and methodologies
Bring leadership, provide mentorship and conduct training to the team
Manage direct reports as assigned