Customer Insights Lead, Gtech Product & Tools Operations

Google Inc. Mountain View , CA 94035

Posted 2 weeks ago

Minimum qualifications:

  • BA/BS degree in business, market research, behavioral sciences or related technical areas.

  • 3 years of work background designing and conducting qualitative research.

  • Previous experience with interpreting qualitative research and data analysis and online advertising research.

  • Project management experience with multiple demonstrated ability to manage multiple projects with executive stakeholders.

Preferred qualifications:

  • Master's degree or equivalent practical experience.

  • A strong understanding of the strengths and limitations of different qualitative research methods.

  • A great storyteller with excellent written, visual, and verbal communication skills.

  • Ability to deliver on-time products in a highly complex and ambiguous environment.

  • Familiarity with quantitative research methods including experience distilling findings from in-depth telephone interviews.

  • Familiarity with Google Ads products.

gTech's Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech's Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

The Customer Experience Lab conducts scaled survey research with advertisers who use Google's Advertising and Marketing Solutions. The team is charged with generating insights for Product and Engineering that improve the advertiser experience. The CX Lab seeks an insights lead researcher familiar with Google's advertising products and who is passionate about leading research using data-backed Voice-of-Customer insights to enable the next generation of advertiser product experiences. To be successful in this job, you will bring a strong leadership background with a knowledge of Google advertising products and online advertising in general. You will partner with product stakeholders to design qualitative research studies, recommend and guide the methods used in conducting the studies, and analyze study data to discover actionable insights. Lastly, you will extracting themes and key findings from the research studies, package these into effective presentations that you will share with product teams and other stakeholders. This role will enable you to impact the future of the advertiser customer experience and to contribute to significant product improvements across the Google advertising ecosystem.

Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

  • Collaborate with cross functional stakeholders in the design of their qualitative research.

  • Ensure that the qualitative research identifies key insights by using the highest scientific standards for thematic coding, quality control techniques, and in the analysis of findings.

  • Distill actionable insights in reporting findings using visually effective presentations.

  • Provide leadership over the qualitative methods used throughout each fielded study.

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