Customer Research Project Manager - Sr.

Description
Summary:
The EMO Research Program Manager Sr. 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. They 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.
Duties And Responsibilities

• 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.
• As required, actively participate in research project execution which may include in-depth interviews, group discussions and online survey programming/data collection.
• Design qualitative and quantitative research plans, questionnaires and moderator guides.
• Select the appropriate research methodology and supporting techniques.
• 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.
• Determine appropriate sample techniques and sources.
• Effectively communicate project findings and insights to multiple internal client groups and business leaders.
• Interpret results data, prepare reports, identify opportunities and make actionable recommendations.
• Performs other duties as assigned.
• Identify situations that would benefit from customer or market research and recommend appropriate research plans.
• Manage project quality, timelines and budgets.
• Identify and manage research partners.

Basic Qualifications

• MBA or advanced degree in Market Research, Social Sciences, Business, and/or Marketing Communications
• 8+ years of experience conducting and managing market research projects or customer satisfaction/loyalty research tracking programs

Preferred Qualifications

• Programming Experience with Survey, Customer Management and CRM Platforms (e.g. Qualtrics and MaritzCX)
• Experience with Statistical software (e.g. SPSS, SAS, Minitab)
• Capability to manage multiple research projects with tight deadlines
• Experience managing cross functional teams and staff
• Skilled in creating and delivering compelling, data-driven stories both visually and verbally
• Proficient in PowerPoint and Excel
• 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.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
Yes
Workplace Type
Hybrid
Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.
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