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JG Wentworth · 1 day ago

Senior Manager, Consumer Insights & Research

King of Prussia, PA

Full-time

Hybrid

Senior Level

7+ years exp

JG Wentworth is seeking a highly experienced Senior Manager of Consumer Insights to act as a strategic powerhouse within our marketing organization. The role involves serving as the centralized voice of the consumer, supporting various business lines and optimizing customer lifecycle through deep research and collaboration with retention and operations teams.

Debt CollectionsFinancial ServicesLegal

Hiring Manager

Anna Camcam

Responsibilities

Design and execute research strategies that serve the distinct needs of all JG Wentworth business units

Synthesize behavioral data to ensure the 'Voice of the Customer' is the primary driver behind strategic decisions in Product, Marketing, and Operations

Partner with Acquisition Marketing to optimize media efficiency and creative performance

Design research that validates value propositions, refines audience segmentation, and informs high-impact messaging to lower Customer Acquisition Cost (CAC) and accelerate market penetration

Collaborate directly with Operations and Retention leadership to diagnose churn drivers

Use research to refine call center scripts, improve customer touchpoints, and increase customer lifetime value (CLV)

Independently end-to-end manage complex research projects using a robust mix of qualitative and quantitative methods (e.g., IDIs, focus groups, usability testing, conjoint analysis, and segmentation)

Apply principles of behavioral economics and psychology to understand the financial decision-making processes of our specific consumer base (often near-prime or sub-prime segments)

Conduct heuristic evaluations and usability testing on operational workflows and customer portals to reduce friction and improve satisfaction scores (CSAT/NPS)

Translate complex into clear, business-focused recommendations for non-technical executive stakeholders

Rigorous testing (A/B, concept testing) to validate new product features or messaging strategies before full-scale implementation

Qualification

Behavioral ScienceConsumer Insights ResearchMixed-Methods ResearchStatistical Analysis SoftwareOperational UsabilityData SynthesisHypothesis ValidationCommunication SkillsProject ManagementCollaboration Skills

Required

Advanced Degree Strongly Preferred: Ph.D. or Master's degree in Behavioral Science, Psychology, Sociology, Market Research, or a related quantitative field

Experience: 7-10+ years of hands-on experience in consumer insights or UX research, ideally within Financial Services, FinTech, or a regulated industry

Individual Contributor Mastery: Proven ability to execute high-volume, high-complexity research projects independently without relying on external vendors or junior staff

Operational Acumen: Experience applying research insights to operational challenges, such as customer retention, call center performance, or complaint resolution

Tool Proficiency: Expert-level proficiency with statistical analysis software (e.g., SPSS, R) and modern research platforms (e.g., Qualtrics, UserTesting, etc)

Mixed-Methods Execution: Independently end-to-end manage complex research projects using a robust mix of qualitative and quantitative methods (e.g., IDIs, focus groups, usability testing, conjoint analysis, and segmentation)

Behavioral Science Application: Apply principles of behavioral economics and psychology to understand the financial decision-making processes of our specific consumer base (often near-prime or sub-prime segments)

Operational Usability: Conduct heuristic evaluations and usability testing on operational workflows and customer portals to reduce friction and improve satisfaction scores (CSAT/NPS)

Actionable Reporting: Translate complex into clear, business-focused recommendations for non-technical executive stakeholders

Hypothesis Validation: rigorous testing (A/B, concept testing) to validate new product features or messaging strategies before full-scale implementation

Cross-Business Support: Design and execute research strategies that serve the distinct needs of all JG Wentworth business units

Voice of the Customer (VoC): Synthesize behavioral data to ensure the 'Voice of the Customer' is the primary driver behind strategic decisions in Product, Marketing, and Operations

Acquisition & Go-to-Market Strategy: Partner with Acquisition Marketing to optimize media efficiency and creative performance. Design research that validates value propositions, refines audience segmentation, and informs high-impact messaging to lower Customer Acquisition Cost (CAC) and accelerate market penetration

Retention & Operations Partnership: Collaborate directly with Operations and Retention leadership to diagnose churn drivers. Use research to refine call center scripts, improve customer touchpoints, and increase customer lifetime value (CLV)