Job Description:

Position Description:

Designs and deploys digital research capabilities measuring live feedback. Develops dashboards using Tableau and Snowflake. Collaborates with technical squads to manage custom survey installations and deinstallations. Develops hypotheses by researching and developing analytical execution plans. Outlines insights and implications from research, and shares interpretation recommendations with leadership.

Primary Responsibilities:

• Develops, maintains, and develops live feedback capabilities across digital channels.
• Develops solutions for digital task quality assessments.
• Develops use cases using various technical drivers to transform feedback into actionable recommendations.
• Delivers pulse reports and customer satisfaction measurement tools.
• Enables democratization and organization-wide quick learning and insights.
• Designs, programs, synthesizes, and delivers research initiatives from beginning to end.
• Develops standards to feed research data into customer databases.
• Collaborates with technology and data acquisition teams.
• Builds downstream systems for data consumption by establishing databases and visualizations.

Education and Experience:

Bachelor’s degree (or foreign education equivalent) in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, or a closely related field and five (5) years of experience as a Senior Manager, Research and Analytics (or closely related occupation) applying data analytics of unstructured and semi-structured data to inform strategic business decision making using SQL and Tableau.

Or, alternatively, Master’s degree (or foreign education equivalent) in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, or a closely related field and three (3) years of experience as a Senior Manager, Research and Analytics (or closely related occupation) applying data analytics of unstructured and semi-structured data to inform strategic business decision making using SQL and Tableau.

Skills and Knowledge:

Candidate must also possess:

• Demonstrated Expertise (“DE”) coordinating research and analytics for digital Customer Experience programs; designing and deploying customized research for specialized measurement programs (NPS, CES, CSAT, CEI, and Segmentation and Customer Panels); collaborating with research vendors to independently set-up and operate end-to-end studies on research platforms ( Qualtrics); and coordinating questionnaire design and programming, implementing sampling, identifying gaps in final survey samples, and weighing panel matching techniques to remove biases.
• DE monitoring relational databases using complex SQL queries for data extractions of 1+ million records and 500+ variables from multiple data warehouses using Snowflake, SQL Developer, and SAS; integrating primary survey data with behavioral data elements; creating and maintaining advanced dashboards and data visualizations using Tableau and Clarabridge; and creating visualizations using complex data calculations, calculated fields, parameters, and filters.
• DE performing advanced research and analytics to generate insights for high visibility reports, deep dives, and trend analysis; creating weighted crosstabs on MarketSight; perform exploratory data analysis on multiple datasets, independently executing data wrangling and variable transformations (one hot encoding, data imputations, missing value treatments, and correctional weighing of samples); and performing verbatim, key driver, correlation, regression, and predictive Machine Learning (ML) model analysis (logistic regression, decision trees, and random forest) on hybrid datasets using Python and SPSS.
• DE building and maintaining supervised Natural Language Processing (NLP) models on XM Discover (Clarabridge Designer) to perform theme detection, sentiment analysis, and overall verbatim analysis for large scale data; and creating hydration pipelines and Connectors to feed data from survey sources (Qualtrics) into Clarabridge.

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Certifications: