The Director is responsible for the implementation of new custom primary market research to track customer satisfaction across all facets of the customer’s relationship with Optimum. This will include:
• The strategic consolidation of existing data
• Providing analytics that size and profile the customer base into actionable segments for retention and loyalty initiatives
• Objective definition and design methodology
• Vendor evaluation, selection & management
• Panel utilization
• Adherence to timelines
• Report preparation & presentation.
• Participating in business needs analysis
• Developing questionnaire and/or design focus group guides, and selecting venues for qualitative research,
• Working collaboratively with the Director of Product Management and Panel Research, the Director of Brand Health Tracking, and other internal clientsQUALIFICATIONS
• Ten plus years experience in primary research, preferably at least five years on the client side with experience translating complex business issues into actionable research results
• Experience using basic statistical and research methodologies (e.g., significance testing, sample design, research design) and developing survey instruments, discussion guides, sampling plans, weighting schemes, and analytic plans
• Ability to demonstrate autonomous management of all research activities—from the translation of business objectives into research objectives through development and communication of final presentation of results
• Strong communications skills; able to communicate complex research processes and findings in a succinct, understandable, and compelling manner to senior-level managers across different organizational areas
• Demonstrated ability to dissect and analyze complex business problems, probe facts, and identify and prove/disprove hypotheses
• Ability to direct multiple projects in an uncertain and often changing environment; deadline and end-product driven
• High level of energy, responsiveness, and commitment in servicing the research needs of various constituencies throughout the Company
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