Manager, Research and Customer Insights

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Title: Manager, Research and Customer Insights
Location: Miami, Florida (hybrid onsite)
Type: Direct Hire

This role will have tremendous influence and autonomy within the eCommerce organization and is responsible for establishing and managing the eCommerce Research team (generative and evaluative UX research) and an eCommerce Product Insights program. This leader will be responsible for establishing the team vision and building out a team of researchers and ePI analysts. Once a team is in place, the Manager will support the research team in identifying and managing a portfolio of opportunities and validating and testing new eCommerce products and experiences. The Manager will present research findings to relevant stakeholder groups, as well as champion research as a practice throughout the eCommerce organization.
The Manager will oversee the ePI program which includes the capture and digestion of user survey data, its synthesis into insights, and generating improvement ideas based on that feedback. Additionally, this role will directly influence the research methods and plans used to understand the root cause behind captured customer issues, as well as conducting generative and/or qualitative research in support of stakeholder driven initiatives. Once designed solutions are in place, this role will directly oversee all usability testing to validate problem resolution and de-risk the effort.
Essential Duties and Responsibilities:

• Management: Define the vision for the eCommerce Research team and associated milestones
• Management: Hire, train, manage, and coach a team of Researchers, data analysts, and strategists
• Management: Manage vendor relationships including, agencies, consultancies, and contract resources

• Strategy: Determine customer feedback strategy and workflows

• Strategy: Influence product roadmap and feature prioritization through NPS, CSAT, and financial metrics

• Research: Oversee generative research efforts to uncover and validate opportunities

• Research: Oversee evaluative usability testing to assess usability and viability of designs
• ePI: Oversee customer survey data and feedback, insights, capabilities, and reporting

• Reporting: Communicate findings to various stakeholder groups

• Culture: Generate enthusiasm for transforming the way we work and the product we build
• Culture: Encourage an iterative, customer-centric, test and learn approach to designing new products
• Partnership: Collaborate with Design, Product, and Analytics teams to create actionable plans
• Partnership: Manage stakeholder relationships with Design, Product, Content, Engineering, Business Intelligence, and Customer Insights Teams

Qualifications, Knowledge and Skills:

• 4+ years leading and managing qualitative and quantitative Research and/or VoC teams
• 8+ years working within research, usability testing or VoC practices
• Possess business, research analytics, and technical eCommerce acumen
• Experience reporting on research and customer data insights
• Experience working on transactional eCommerce experiences
• Experience leading complex projects with multiple stakeholders from start to finish
• Must understand the entire Human-Centered Design process
• Possess a portfolio, case study or artifacts demonstrating relatable Research or VoC work
• Bachelor’s degree in research, business, UX, or computer science preferred; MBA a plus
• Experience with Medallia, Content Square, DScout, Usertesting.com or similar tools
• Leadership: Has ability to influence others both inside and outside of their team
• Communication: Can clearly articulate program value and results verbally and visually
• Research: Has the ability to identify appropriate research methodologies to garner valuable insights
• Mentorship: Can mentor a team of Researchers, highly technical Data Analysts, Designers, and Strategists
• Collaborator: Willing to work across steams and silos while challenging the status quo
• Change Agent: Has discipline and focus to incorporate customer-centered processes into the organization
• Systems Thinker: Advocates for holistic, repeatable, and scalable solutions across teams
• Flexible: Willingness to be hands on when needed in a fast-paced environment

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