Director, Research - Customer Experience (13621)

Ipsos Chicago , IL 60602

Posted 2 months ago

Who We Are

We are Ipsos Customer Experience.

We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you, and stores you shop all the time. Pick a sector and we are there, on the ground as trusted advisor to the world's leading businesses on all matters relating to measuring, modeling, and managing customer and employee relationships. We are the recognized market, thought and technology leader in our field. Sound like the right place for your career? Share our passion. Share our success. And join us in being proud to be Ipsos.

Director, Customer Experience

This position is a leadership role that should excite anyone with a Marketing Research and Business Management background. This is a position that will allow you to present new tools and cutting-edge research to your clients. You will have the ability to work across qualitative and quantitative avenues to impact your client's business. You will work closely with CX leadership to anticipate, interpret and support client's business needs with innovative tools and resources. The best-suited candidate will be able to lead and manage a team that can successfully gather and interpret data that will drive client business.

As a Director, you will play a key role in building a business, including writing proposals, delivering strategic insights to our clients and developing and managing quantitative, qualitative, and tracking research projects in the customer experience space. There will be a focus on supporting our global client work in the automotive, commercial vehicle, and key services industries. Your work will include a variety of studies requiring sharp time management skills and keen attention to detail. Your day-to-day responsibilities will include managing research projects from start to finish, working with clients with regard to questionnaire design and reporting, and collaborating with internal teams with regards to sampling, programming, data processing and analytics. You will work closely with senior research staff to assure survey and project accuracy, and to ensure projects stay on schedule, as well as manage junior staff with respect to project deliverables.

Key Responsibilities

  • A strong focus on financials and account growth

  • Understand and address business needs/issues of clients- providing consultation versus order taking

  • Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs to write winning proposals

  • Questionnaire design, data interpretation and presentation story telling including the ability to draw conclusions/make recommendations from the data results into actionable insights

  • Maintain and strengthen client relationships through exceptional service and strong attention to quality control

  • Manage and coordinate all aspects of the research process from research design, analysis and interpretation of results through the preparation of reports and delivery of presentations

  • Oversee and direct multiple market research projects at once, including but not limited to transactional customer experience, mystery shopping, and ad hoc studies

  • Oversee the launching and maintenance of studies including online survey proofing, ordering and monitoring sample, monitoring project status and data processing

  • Provide day-to-day guidance and coaching to junior team members required

Required Skills

  • Bachelor's degree in marketing research or related field; Master's degree preferred

  • Minimum of 7 to 10 years of quantitative market research experience

  • Expertise working with proprietary customer satisfaction/experience goals and strategies

  • Ability to manage multiple projects strong quantitative research project management skills

  • Ability to form and maintain significant and ongoing client relationships

  • Proven track record of business development

  • Ability to deliver strategic insight and expert consultation to clients

  • Previous line management experience is required

  • Self-starter with the ability to successfully collaborate with a virtual team

  • Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline driven environment

  • Excellent interpersonal skills (verbal and written communication) are necessary for effective development and maintenance of internal and external client relationships

  • Superior organizational, multi-tasking, decision-making and problem-solving abilities

  • Background in leading and inspiring teams that work collaboratively with a diverse group of colleagues

  • Comfortable managing a demanding and multi-faceted work load

  • Works well in a team environment with colleagues at all levels

  • Knowledge of research methodologies and basic statistical concepts are required

  • Must be able to create questionnaires, sample design and data tab plans

  • Must have prior experience managing/leading junior employees

  • Proficient with MS Office suite (Word, PowerPoint, Excel)

Ipsos Makes a Difference

Our people see to that. We attract the best talent and serve the best clients. Ipsos offers a dynamic work environment where your talents are nurtured, and your skills are enriched. We encourage initiative, innovation and risk-taking to further develop our business and our people. We are enthusiastic, confident and results oriented which is why our clients come to us. That's what makes us proud to be Ipsos.

How to Apply

Interested in joining a premier organization committed to satisfying our clients beyond their expectations? Please submit a detailed resume by clicking the "Apply" button below. Those interested are encouraged to apply as soon as possible.

Ipsos is an Equal Opportunity Employer. We thank all applicants; however only those short-listed for an interview will be contacted.


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Director, Research - Customer Experience (13621)

Ipsos