Customer Insights Specialist – Worldwide

Marketing Milford, Connecticut Boston, Massachusetts Remote, United States Raleigh, North Carolina Dallas, Texas

Position at Quadient

The Customer Insights Specialist helps to develop a customer centric culture. The Customer Insights Specialist supports the greater marketing team to better understand our global customers across all four major solutions. This includes running surveys, focus groups, and analyzing our internal systems (such as CRM). The person needs to understand our customer segmentation(s) and be comfortable turning data into a story.

Responsibilities:

• Help implement a Customer Satisfaction and NPS survey conducted for the four major solutions
• Participate actively in the preparation of the different projects by key activities with our 3rd party partner(s) and also by leveraging our tools (i.e. Qualtrics)
• Be the “interface” of the operations before launching the survey and after by contributing to the result analysis and by sharing the results within the key stakeholders across the organization
• Help create, develop, track and communicate the action plan with key stakeholders in the organization
• Evangelize/Educate/Communicate through webinars, articles, infographics
• Centralize the key indicators of the satisfaction
• Customer Journey Mapping (CJM)
• Create and maintain customer journey maps related to our solutions
• Elaborate relevant and customized journey maps based on feedback from customers and internal stakeholders
• Ad-hoc research to support the major solutions (CSO) and/or the Marketing team

Requirements:

• A University degree in business, engineering, marketing, mathematics, economics or data
• Experience in market research within an agency or a consultancy firm
• >5 years of experience
• Experience in primary research techniques and methodologies (qualitative and quantitative)
• Analytical with the ability to be autonomous
• Excellent interpersonal communication skills
• Excellent writing skill and at ease with technology
• Fluent in English; additional language like French, German or Spanish is a plus
• Knowledge of statistical tools (knowledge of Qualtrics is a plus)

Additional Information:

• Location(s): North America or major European city
• Relocation: No
• Visa sponsorship: No