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Customer Research Project Manager- Huntington Bank

MRE Secretary

Description

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.

Basic Qualifications

  • Bachelor's degree

  • 5+ years of experience conducting and managing market research projects or customer satisfaction/loyalty research tracking programs

Preferred Qualifications

  • 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