Omnichannel - Customer Advocacy Research Manager
We are transforming the way we do business by changing how we think about the different types of Customer Journeys. Omnichannel will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATM's, phone support). The goal of Omnichannel is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.
We are in the beginning stages of building this newly defined Omnichannel program with cross functional team members. This team will lay the foundation for what the Customer Journeys are and how we will deliver exceptional, streamlined experiences for each one. If you are a pioneer at heart who enjoys data driven decisions that takes our customers' feedback and intertwines creativity to define what the solutions should be, we want to hear more.
This position is responsible for turning meaningful research into actionable insights across customer segments, products and channels by integrating research insights with demographics and behavioral data in order to bring the customer (i.e. their wants, needs, attitudes) to life. Function as an internal advocate for consumers and for HNB's understanding of them. This position is a subject-matter expert both in terms of command of research methodologies and tools as well as the ability to translate research findings into insights that inform customer experience management, marketing strategy, digital platform usability and product development.
Manage multiple research projects, in terms of design and execution for various business segments, products, and markets as required including:Synthesize enterprise-wide and business specific, ad hoc and trended customer survey data to identify insights that influence business decisions.
Select the appropriate research methodology and supporting techniques
Identify and manage research partners
Design qualitative and quantitative research plans, questionnaires and moderator guides
Determine appropriate sample techniques and sources
Interpret results data, prepare reports, identify opportunities and make actionable recommendations
Effectively communicate project findings and insights to multiple internal client groups and business leaders
As required, actively participate in research project execution which may include: in-depth interviews, group discussions and online survey programming/data collection.
Manage project quality, timelines and budgets.
Identify situations that would benefit from customer or market research and recommend appropriate research plans.
Participate in efforts to continuously improve research tools, methodologies, vendor strategies and other solutions that support a best-in-class enterprise research and insights capability.
5+ years of experience conducting and managing market research projects or customer satisfaction/loyalty research tracking programs
Bachelor's degree in Social Sciences, Business, Marketing, Communications, and/or Market Research
MBA or advanced degree in Market Research, Social Sciences, Business, and/or Marketing Communications
Proficient in PowerPoint and Excel
Capability to manage multiple research projects with tight deadlines
Demonstrated experience applying multi-variate research techniques to decisions. Techniques include but not limited to conjoint analysis, multiple regression, discriminant analysis and/or cluster analysis.
Experience with Statistical software (e.g. SPSS, SAS, Minitab)
Programming Experience with Survey, Customer Management and CRM Platforms (e.g. Qualtrics and MaritzCX)
Skilled in creating and delivering compelling, data-driven stories both visually and verbally