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Director, Global CS Insights
Netflix
Los Gatos, CA, United States
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At Netflix we value our customer interactions with our support teams around the world, and we listen and report support trends back to the business to improve our product and service. The Director of CS Insights will further build upon our current existing insights efforts.
This individual will identify support trends across the globe and will have an in depth understanding of Netflix strategy. They will partner proactively with business stakeholders at all levels of the company. In particular, they will closely partner with our Consumer Insights team that devises and implements research and offers strong strategy-setting and decision-making support across the company. This individual will have a direct and immediate impact on the business.
In summary, the main focus is driving the feedback loop from customers to the business in order to inform decision making on our product and service. To be successful, you will surface impactful insights (qualitative and quantitative) from our support contacts across all of Netflix’s global markets.
The right candidate for this role is a/an:
• Strategic leader: Has the confidence, expertise and insights to shape strategy, drive key business decisions, and build a strong team
• Agile with large amounts of data
• Focused: Has a point of view and engages in healthy dialogue
• Passionate qualitative/quantitative researcher with the ability to think creatively and apply traditional methodologies within CS
• Effective communicator of research findings (writing and speaking)
• Creative problem solver: Demonstrated ability to think innovatively—connecting the dots
• Extremely concise communicator: Can clarify and communicate complex ideas quickly, succinctly and accurately
Responsibilities:
• Bring the voice of the consumers to the business leaders in a way that has a direct and immediate impact on the business
• Gather actionable insights from our global support network via focus groups, side-by-sides, and other qualitative methods, to identify regional trends and opportunities for our product, marketing, ecommerce and customer service teams
• Work closely with internal partners (like Communications Specialists, Data Science and Engineering) to identify relevant quantitative data to answer key business questions
• Write and edit concise, high-impact research/insights briefs to inform the business
• Ensure all communications are effective, engaging, and promote a culture of learning and knowledge exchange across the Netflix organization
• Build and maintain cross-functional relationships with many internal partners
• Ability to prioritize tasks based on business needs
• Manage strategic relationships between customer service insights, product consumer insights, and product managers
• Manage team of two Insights Specialists as well as global team of regional Customer Experience Analysts
Qualifications:
• 10+ years of experience in insights gathering with hands-on expertise and passion for research; customer service experience a plus
• Bachelor’s degree; ideally with focus in a relevant insights field like Anthropology, Sociology, Marketing, Technical Communication.
• Formal training and expertise in usability testing and behavioral research
• Ability to gather and analyze a variety of data points (qualitative and quantitative) and whittle that information down to the most salient insights for the business
• Excellent command of written and spoken English
• High level of responsibility, ownership and accountability
• Ability to simplify highly complex issues for a non-technical audience
• Proven effectiveness at delivering impactful presentations to a variety of audiences
• Passionate about great customer experiences
• Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines (project management experience a plus)
• Proven track record of developing highly effective communication with measurable impact; portfolio a plus
• Work independently and stay focused in highly autonomous environment
• Experience managing direct reports
• Strong, professional team player who must be able to collaborate with groups at all levels of the organization
• Ability to influence with good business sense, not politics
• Passion to dig in and fully understand problems and resolutions; not afraid to follow-up and clarify as needed
Pluses:
• Experience with localization of knowledge base or other materials
• Not required, bilingual a plus (e.g. Spanish, Portuguese, German, or French)
• Analytics experience
• UX Research experience
• Project Management experience