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VP, Customer Intelligence & Insight
Dow Jones
New York, NY, United States
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Job Description:
Customer Experience & Engagement
The Customer Experience & Engagement team is responsible for increasing Total Customer Value for Dow Jones through the delivery of engaging customer interactions across all products and channels. It is powered by high quality data, trusted insights, precise targeting and exceptional delivery.
VP Customer Intelligence
Lead a team of Customer Intelligence & Insights professionals, who are responsible for working with WSJ, DJMG & PIB stakeholders to define and deliver the key customer insights they need to increase Total Customer Value. Define and embed the ‘metrics that matter’ we need to power effective decision making.
Strategic Insight & Thought Leadership
• Lead with a compelling data-first vision that influences and drives transformation across our products and services; be a positive, disruptive force to challenge conventional thinking
• Build and manage a global team of customer intelligence and insight experts who work closely with senior leadership in WSJ, DJMG and PIB to identify and deliver the data-driven insights required to increase Total Customer Value
• Be an authority in the business on the “metrics that matter” and implications in trends / what we need to do about it – helping the business to understand and determine the “So What?”
• Advise WSJ, DJMG and PIB stakeholders on ways we can combine internal customer data, 3rd party customer data and independent research to improve commercial performance
• Represent the voice of the customer at senior leadership level to ensure that insight is at the heart of decision-making on a day-to-day basis. This would champion the customer, challenge any plans and initiatives that are not customer focused and propose solutions that profitably meet customer needs / wants.
• Work seamlessly across the organization to create actionable insights and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives.
• Leverage a process oriented approach to identify key customer pain points, isolate the root cause, quantify operational impacts and propose solutions.
• Inform business decisions through the oversight of customer-level analytics related to customer sizing, valuation, behavior and propensity.
• Support test development and measurement of online and offline market-level and customer-level campaigns and experience improvements.
• Inform data-driven targeting strategies
• Our job is to “tell the story of the data”, and this position will be a key enabler of that storytelling process by leading the analytic process.
• Work with teammates, analytic colleagues, and our vendor partners to understand business challenges and propose creative solutions to improve business performance.
• Leverage internal, industry, and marketplace data – in addition to qualitative and quantitative research findings – to craft comprehensive answers to our business questions.
Industry, Client & Customer Insight
• Drive a culture of customer-led thinking across the business, through sharing relevant customer & market research to aid better decision making and action across all functions
• Manage the complete process of planning and executing qualitative and quantitative research studies, including: questionnaire development, programming and testing surveys, analyzing results, and producing final reports.
• Manage both qualitative and quantitative vendors with ability to develop questionnaires, sample and data analysis plans, screeners, discussion guides and reporting.
• Apply previous knowledge, new ways of working and industry know-how to better our offer and support innovation/offer development.
• To develop, maintain and broaden internal and external network in order to keep up-to-date on best in class innovations, insight and delivery of experience and to translate evolving insight strategies and priorities
• Blend primary and secondary data from multiple sources to tell a complete story of what issues are affecting our customers, and how they are responding to those challenges. Support the translation of these customer insights into actionable ideas and strategies.
• Partner with the Solutions and Revenue Engine teams to refine and articulate a clear yet comprehensive and compelling Intelligence & Insights story that will drive business growth
• Be an outstanding strategic consultant to internal and external partners
• Stay abreast of industry trends, news, and developments
Use Insight as a key part of the Sales Process
• Lead a team to provide actionable client insight in to RFP responses.
• Organize internal and external data and analytics partners throughout the creative and sales process with customers,
• Be a thought leader on campaign performance and evaluation, driving a team to deliver and evidence results for our customers.
• Act initially as the primary voice of Insights in most new business pitches, while helping to mentor other Intelligence and Insight colleagues to become this voice
Company
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest newsgathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource. Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
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