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Ipsos · 19 hours ago

Director Market Research, Customer Experience

Chicago, IL

Full-time

Hybrid

Director/Executive

$100K/yr - $120K/yr

7+ years exp

Ipsos is one of the world’s largest research companies, and they are seeking a Director to lead market research initiatives focused on customer experience. The role involves managing research projects, developing strategic insights, and maintaining client relationships while overseeing junior staff.

AdvertisingConsultingMarket Research

Responsibilities

Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs

Write winning proposals

Oversee and direct multiple market research projects at once, including but not limited to relationship and transactional customer experience and ad hoc studies

Manage and coordinate all aspects of the research process from research design, questionnaire design, pre-field activities, monitoring field and project status, analysis and interpretation of results through the preparation of reports and delivery of presentations

Data interpretation and presentation story telling including the ability to draw conclusions/make recommendations from the data results into actionable insights

Maintain and strengthen client relationships through exceptional service and strong attention to quality control

Understand and address business needs/issues of clients- providing consultation versus order taking

A strong focus on financials and account growth

Provide day-to-day guidance and coaching to junior team members required

Qualification

Quantitative CX experienceResearch project managementQuestionnaire designCX analyticsPowerPoint reportingClient relationship managementBusiness developmentStatistical conceptsMulti-taskingInterpersonal skillsAttention to detailTeam collaborationSelf-starterOrganizational skillsProblem-solvingGrowth mindset

Required

Minimum of 7 years of quantitative CX experience; some supplier/vendor-side experience required

Strong quantitative research project management skills

Must be able to create questionnaires, sample design, analytical plans and create custom story-telling style analytical reports in PowerPoint

Must have the ability to deliver the 'so what' in reporting, with foresight into implications of recommendations to clients (e.g., change management, communication, investment required)

Solid understanding of CX analytics, including how they should be inserted into program designs, as well as interpretation of output and what that output means for the overall story we are telling our client

Experience with customer experience research

Proven track record of business development

Ability to form and maintain significant and ongoing client relationships

Ability to deliver strategic insight and expert consultation to clients

Self-starter with the ability to successfully collaborate with a virtual team

Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline-driven environment

Intellectually curious with a growth mindset; willing to try new things and continuously evolve

Excellent interpersonal skills (verbal and written communication) are necessary for effective development and maintenance of internal and external client relationships

Superior organizational, multi-tasking, decision-making and problem-solving abilities

Comfortable managing a demanding and multi-faceted workload

Background in leading and inspiring teams that work collaboratively with a diverse group of colleagues; must have prior experience managing/leading junior employees

Works well in a team environment with colleagues at all levels

Knowledge of research methodologies and basic statistical concepts required

Proficient with MS Office suite (Word, PowerPoint, Excel)

Preferred

Experience with platform technology that enables CX insights and activation. Some experience with solutions such as Medallia, Qualtrics, InMoment, or other CX measurement platforms preferred

Experience tying CX to employee experience and enablement is a plus