Customer Research Job Description

Customer Research Job Description

4.9
166 votes for Customer Research
Customer research provides word processing, spreadsheet and presentation services including drafting correspondence, typing and formatting word and excel documents, presentations, itineraries, reports, manuscripts, research proposals and other publications.

Customer Research Duties & Responsibilities

To write an effective customer research job description, begin by listing detailed duties, responsibilities and expectations. We have included customer research job description templates that you can modify and use.

Sample responsibilities for this position include:

Provide support and best practices to agents taking inbound escalations
Partner with corporate legal team to respond to information requests
Investigate and assist with fraudulent website takedowns and phishing emails
Identifying account and customer trends and communicating them to appropriate internal teams
Identify and relay knowledge gaps to help create and update articles for our internal and customer facing knowledge bases
Serve as resource for general escalation and fraud mitigation questions in the corporate office
Manage and reply to BBB letters
Confirm customer information
Edit letters for grammar, punctuation and spelling
Validate enclosures

Customer Research Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Research

List any licenses or certifications required by the position: TIN, CX

Education for Customer Research

Typically a job would require a certain level of education.

Employers hiring for the customer research job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Marketing, Business, Statistics, Education, MBA, Science, Psychology, Economics, Social Sciences, Mathematics

Skills for Customer Research

Desired skills for customer research include:

Mortgage documents
Excel
Any
Chase Servicing / Production systems
FHA
FNMA and Freddie Mac
GNMA
Gamification
MS Word
Neuroscience

Desired experience for customer research includes:

Motivated by fast paced, complex environments
Experience with fraud prevention in a CS environment (website takedowns, phishing attempts, fraudulent payment methods)
Ability to articulate complex issues in a manner appropriate to the audience
Systematically close cases
Work with Executive Office Analyst
Escalate cases when appropriate

Customer Research Examples

1

Customer Research Job Description

Job Description Example
Our company is hiring for a customer research. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer research
  • Applying multiple business strategy analysis frameworks and identify market gaps and opportunities including specific institution sizes to target as sweet spots, geographical-area prioritization, competitive and integration messages to highlight and prioritize
  • Process changes to existing policies process duplicate statements
  • Process agent appointments, licenses, and terminations commissions and selling agreements
  • Lead efforts to enhance customer empathy through insights
  • Collaborate with partners to develop a Voice of the Customer (VOC) program of listening, interpreting, reacting and monitoring
  • Partner with a cross-functional CX team to define and benchmark KPIs that measure customer satisfaction
  • The individual will work closely with the head of Customer Experience Strategy to translate the metrics / data into actionable items to eliminate customer pain points and help inform the long term roadmap of capabilities to improve the customer experience
  • The individual will work closely with the various owners of customer data from across the enterprise, such as Customer Insights, Marketing, Corporate Strategy and RFS Data & Analytics
  • The individual will also be available to assist in ad-hoc strategic work with various channels / products across RFS
  • Create, communicate and implement a compelling vision for Market Research within the context and framework of the BMS mission, vision and strategy BI&A objectives
Qualifications for customer research
  • A fantastic data analyst
  • Recommend appropriate research methodologies and work with vendors on implementation
  • Create insightful reports with strategic recommendations
  • Knowledge of SAS or SQL would be an asset but not required
  • Collaborate with product, technology, brand, and business teams to deliver a cohesive and engaging customer experience throughout the digital ecosystem
  • 5+ years of experience designing and delivering experiences for smart phone and tablet on iOS, Android, and Windows platforms demonstrated understanding of current technologies powering leading mobile experiences
2

Customer Research Job Description

Job Description Example
Our company is looking to fill the role of customer research. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer research
  • Strictly following established procedures, policies Bank guidelines
  • Meet all Service Level Agreements (SLA’s) to support our customer service standards
  • To maintain the accuracy and reliability of our measures, and to support our stakeholders with in-depth analysis on the voice of the customers when necessary
  • Apart from delivering regular reports for our stakeholders, the analyst is to spot service issues, proactively identify key customer experience issues and conduct drivers’ analysis, to drive high impact business decisions and service improvements
  • Assist in selection and managing fieldwork vendors to ensure smooth operation of market research activities
  • Perform correlation analysis
  • Participate in Six Sigma projects aimed at improving dealer satisfaction and business processes
  • Manage/participate in other special projects as assigned
  • Manage multiple surveys and platforms that fall under the overall Geek Squad umbrella
  • Analyze and summarize monthly Geek Squad NPS® scores for distribution to key internal partners
Qualifications for customer research
  • Minimum four years experience in customer service center operation of which a minimum of one year experience as a supervisor or team lead was served
  • Self-motivated with strong strategic, analytical and organizational skills
  • Strong ability to drive a project plan with multiple internal and external dependencies
  • Managing research requirements for the Global Business Lines, covering a wide range of areas including market and competitor benchmarking, proposition development, brand tracking and customer experience improvement
  • Collecting and evaluating all research data and insight to make clear recommendations and define key actions for the relevant stakeholders across the business to enhance future Marketing and Business activities
  • Able to synthesize insights, and concisely summarize and communicate findings in a “story-telling” form for a senior audience
3

Customer Research Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer research. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer research
  • Focuses on multiple customer types, effectively leading a team and directing their priorities in line with business needs
  • Adapts and prioritizes resources to the needs of the business as tumor and indication priorities evolve
  • Proactively partners with the BI&A and brand teams and leads the market research team to identify Oncology knowledge needs, shape and properly define research questions to address them
  • Leads the market research team when developing customized non-standard research solutions to address complex, multi-faceted tactical and strategic business issues
  • Ensures customer insights are effectively and efficiently communicated
  • Proactively identifies and creates opportunities to embed insights and influence decision making in the brand teams
  • Proactively identifies and creates opportunities for efficient sharing and strategic adoption of best practices and learnings across the therapy area and BI&A, specifically focusing on sharing launch/indication learnings across priority markets
  • Representative on the BI&A IO virtual team for WW Oncology Solid Tumor MR
  • Develops Market Research plans aligned to business need through collaboration with the Oncology BI&A and brand teams, creating synergies and eliminating duplication
  • Proactively identifies and leads BI&A organizational initiatives beyond therapeutic and functional responsibilities
Qualifications for customer research
  • Able to balance a range of competing priorities and deliver multiple outputs within tight deadlines
  • Able to adapt quickly to changing conditions and unanticipated requirements
  • Degree or equivalent in marketing/consumer behaviour/marketing research
  • Comprehensive knowledge of the financial services industry, products, industry trends, the competitive market and regulatory environment
  • 5+ years in customer experience-related work environment
  • History of scorecard / metrics creation
4

Customer Research Job Description

Job Description Example
Our growing company is hiring for a customer research. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer research
  • Initiate and manage all aspects of quantitative and qualitative research projects, including design, data analysis, user research moderation, leading focus groups, and managing projects with external agencies
  • Support colleagues prioritize and refine their projects by providing the customer perspective, expressed through data
  • Deliver actionable insights and recommendations for concrete improvements to employee, customer and accommodation owner experience
  • Provide in-depth research insights and communicate the most relevant industry and competitive insights to stakeholders across departments
  • Develop strong working relationships with internal stakeholders and, if relevant, external agencies
  • Lead, manage and motivate your team by providing clear expectations, appropriate coaching and mentoring, regular feedback and stretching but attainable goals
  • Managing delivery of group market research plan and budgets across 13 markets
  • Creating a more data driven organisation through the delivery of commercial customer insight dashboards and customer insight models customer lifetime value
  • Support the refinement of a group customer segmentation model, including reporting and analytical automation utilizing big data science and digital technologies, hands on analytics and supporting local customer insight teams with best practice and effective coaching in advanced analytics
  • Partner with Markets and commercial functions to develop segment level market strategies using clear and actionable insights
Qualifications for customer research
  • Excellent communication skills (listening, written and oral) with leaders and peers
  • High attention to detail and ability to anticipate possible outcomes/scenarios
  • Works effectively with virtual teams
  • Attention to detail with ability to multitask and prioritization of workload
  • Flexibility to change work tasks while maintaining group performance standards
  • Working experience with BAC applications BOSS/LEAN
5

Customer Research Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer research. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer research
  • Managing the delivery of online research tools and supporting test and learn processes for global digital application development
  • Manage the proliferation of insights through global best practice and shared work spaces
  • Conducting some quantitative research in-house, and coordinating other research projects with research agency partners
  • Developing insights to answer business needs
  • Presentation of insights to internal groups and assisting stakeholders to turn 'insight to action'
  • Daily interaction with Chase Customers & their assigned representatives (title companies, attorneys)
  • Preparations and reprinting of release documents according to the state and firms guidelines
  • Meet SL’s
  • Produce quality work
  • Open Mail Under Dual Control Process
Qualifications for customer research
  • Degree/Certification/Licensure
  • BA/BS in relevant functional discipline required
  • Advanced degree in business, social science, math or science preferred
  • Ideally a strong background in both ethical pharmaceuticals and consumer products
  • Experience in research modeling and analytic techniques primary, syndicated and secondary research
  • Experience working with and providing leadership to outside market research organizations, marketing consultants, management consulting, trade and professional organizations

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