Customer Research Resume Samples

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MG
M Gulgowski
Malinda
Gulgowski
27602 Bergstrom Path
New York
NY
+1 (555) 385 2868
27602 Bergstrom Path
New York
NY
Phone
p +1 (555) 385 2868
Experience Experience
New York, NY
Customer Care Research Analyst
New York, NY
Moen Group
New York, NY
Customer Care Research Analyst
  • Create survey templates and send to the provider community
  • Track top ten (10) provider billing activities by ongoing contact
  • Set up an email address for accepting question and comments from Providers
  • Set up an automated response back to the providers confirming
  • Track and report all activity regarding provider issues received from
  • Create SOP for all internal processes
  • Create a tracking log for all survey questions and comments for
Houston, TX
Customer Consultant Research Intelligence
Houston, TX
Haley and Sons
Houston, TX
Customer Consultant Research Intelligence
  • Own the post-sales & “implementation” process (i.e. training plan, addressing clients ‘requests and potential issues, etc.)
  • Monitor (and occasionally ensure delivery) of usage reporting to key customers (including trend analyses) but rather analyze the value delivered
  • Systematically monitor and analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives
  • Manage relationships with (key) A&G customers (and Corporate) stakeholders including senior managers and economic buyers and researchers
  • Lead in formulating the customer specific ROI
  • Deliver successfully the onboarding program for new customers and ensure their successful adoption via further roll-out within their organization
  • Focused on total renewal growth (so retention and price uplift)
present
Los Angeles, CA
Customer Consultant, Research Intelligence
Los Angeles, CA
Orn-O'Keefe
present
Los Angeles, CA
Customer Consultant, Research Intelligence
present
  • Help to improve product and solutions by giving feedback and getting involved in the product development process
  • Bench mark, set targets, and systematically monitor usage with the customer, develop an action plan where usage is not meeting targets
  • Knowledge of regional or national research programs, collaboration networks and university administration is a plus; knowledge of bibliometrics is helpful
  • Background working in a complex matrix of internal and external stakeholders is helpful
  • Drive successful implementation and adoption of the solution portfolio in your territory
  • Uncover, analyze, and upsell opportunities at the account, plus support the account team with the preparation of tailored renewal value stories, including demonstration of product value and ROI
  • You are responsible for customer satisfaction and for ensuring value and use of the Elsevier research Intelligence solutions portfolio for renewal revenue growth and maximizing customer retention
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
California State University, Fullerton
Bachelor’s Degree in Business
Skills Skills
  • Strong interpersonal skills and the ability to collaborate with others in a cross-functional team
  • Attention to detail and accuracy, commitment to delivering highly-polished results
  • Ability to support more than one effort at the same time, with shifting priorities and ad-hoc requests
  • Strong survey building skills and experience is essential
  • Ability to communicate effectively in writing, verbally and as a presenter
  • Ability to work both independently with limited direction and within the constraints of a project team
  • Fluency with UX/CX conventions and standards
  • Experience with contextual inquiries, one-to-one interviews, focus groups, heuristic evaluations, field studies…a
  • Data visualization experience
  • Familiar with video and mobile products, standards and technologies
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15 Customer Research resume templates

1

Customer Experience Research Manager Resume Examples & Samples

  • Lead key consumer insights projects including co-creation, concept development and validation, and usability testing
  • Drive the Customer Experience research model among the key Card journeys and products
  • Evolve the different research methodologies and ways to gather consumer feedback for both product and customer experience engagements within Citi Branded Cards
  • Help drives NPS and how our products, service and brand impact our progress through customer insights and research
  • Able to articulate a deep understanding and knowledge of various ways to collect customer insights. Fluently speak to how research impacts the Customer Experience model
  • Develop a working theory on how good customer experience impacts our key KPIs (e.g. NPS, brand preference, etc.) as well as the business objectives, revenue and cost saves
  • Provide advocacy and support on projects which impact Branded Cards N.A. Customer Experience to deliver/exceed the Cards’ business plan
  • Offer UX feedback at all phases of the project life cycle from project conception to implementation as part of the Customer Experience Governance Framework
  • Ensure Customer Experience principles and standards are met for all project engagements
  • Partner with cross-functional teams such as business partners, legal, IT, and other impacted areas to deliver customer insights; Monitor project task execution and timeliness adherence
  • Build strong relationships across key stakeholders and 3rd party research vendors as part of the CE model
2

Customer Experience Research Analyst Resume Examples & Samples

  • Conduct research using a variety of formal methods, including surveys, interviews, shadowing, data analysis, mystery shopping, etc
  • Research situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down
  • Collect, research, analyze, and summarize qualitative and quantitative data in close partnership with data analytics team
  • Elicit hypotheses from all levels in CS and from other organizations through a variety of methods (interviews, observations, roundtables, etc)
  • Assess how initiatives in multiple departments (including CS) will improve (or harm) the customer experience
  • Develop and lead an engaged CSR panel community to drive deeper insights into our customers and processes, maintain list of actions taken due to panel feedback, summarize key findings
  • Build a network of business subject matter experts across departments to provide deeper insight into research findings
  • Prepare research study progress reports and findings reports
  • Advocate for customer experience improvements across organizational and functional boundaries
  • Create compelling customer pain stories and presentations
  • Network with other departments within Staples to fully understand the customer experience
  • Immerse self in customer experience best practices and trends
3

Manager, Customer Research Resume Examples & Samples

  • Meets with internal clients and take business opportunities and turn them into research programs
  • Creates holistic learning plans for new and ongoing initiatives
  • Creates actionable research projects BOTH proactively and in response to business unit needs using a variety of traditional and
  • Creates, authors, and analyzes survey-based research programs from small to large-scale
  • Identifies linkages between research findings and other key company metrics like financial or operational measures to help guide
  • Bachelor s degree or higher in the field of market / customer research, psychology, statistics, mathematics, generalized marketing
  • Advanced skills in Excel, PowerPoint, and in-person speaking
  • Experience with survey programming / design / reporting software
  • Experience using / creating research panels
  • Significant vendor management experience / negotiating / discovering
  • Advanced Degree (MBA, Masters of Market Research)
  • Ability to perform and interpret complex statistical procedures like factor analysis, non-linear / multi-variate regressions
  • Experience with database / statistical tools such as SQL, SAS, SPSS
  • Focus group moderation
  • Ethnographic techniques
4

Analyst, Customer Research Resume Examples & Samples

  • College degree required; Master’s degree in Marketing, Marketing Research or social sciences preferred
  • Ability to synthesize complex data from a variety of sources into a succinct format and concisely present findings to executive level audience
  • Extremely organized and detail-oriented, with the ability to manage multiple projects and quickly react to changing business needs while meeting firm deadlines
  • Self-motivator who can work independently, as well as in a team environment
  • Client-service attitude with excellent interpersonal skills
  • Experience using SPSS statistical software, online survey software, Voice of the Customer or Enterprise Feedback Management systems/platforms desired
5

Customer Research & Insights Manager Resume Examples & Samples

  • Conduct regular competitive research on companies or services in our industry, or disruptive to our industry
  • Execute all customer and other research programs, leveraging outside research partners when necessary. Help the Director Craft customer surveys to gather data and insights
  • Execute buyer journey research that will help our team optimize our website, marketing touchpoints, and sales approach
  • Assist the Director in developing insights about our customer behaviors and buying preferences and patterns by looking at all sources of economic data and customer research, both internal and external to the firm
  • Interact with sales team and customers to further understand the problems and challenges we can solve for them
  • Vendor/partner management (research firms, analytics firms, etc.)
  • Partner closely with a wide range of teams, including Marketing, Corporate Communications, Corporate Development, Customer Loyalty, Business Transformation, our international marketing and PR teams, etc
  • BA/BS in Marketing, Business or related field
  • 7+ years in marketing, including extensive experience in marketing analytics, customer research
  • Customer expertise required; business development or sales experience a plus
  • Statistical background preferred
  • Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data analysis
  • Past experience conducting research reports, including the methodology, survey writing, and fulfillment, and writing reports and studies
  • A global thinker who can navigate the nuances of our international operations and customer needs/perspectives
  • Expertise in the customer, business, and industry
  • Excellent program and project management skills
  • Extremely deadline and detail-oriented
6

VP, Customer Research Resume Examples & Samples

  • 10+ years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance
  • MBA preferred, with extensive analytical course work
  • Previous management consulting experience preferred, preferably at a top-tier global firm
  • Extensive analytical and leadership experience
  • Strong working knowledge of consumer behavior, market research methods, and quantitative analysis
  • Excellent project management skills with the ability to independently manage multiple projects
  • Proven history of thought leadership
  • Excellent written and verbal communication skills; ability to take large volumes of complex information and present it to Senior Management in a clear, concise and complete manner which facilitates executive decision making
  • Ability to interface with research and systems professionals in order to develop/refine decision support systems and ensure data integrity
  • Ability to build strong relationships to leverage information and insights across key groups (Customer Experience team more broadly, other disciplines within BMSC)
  • Ability to influence without direct authority and to negotiate and settle differences without damaging relationships
  • Ability to manage and prioritize competing demands from multiple stakeholders
  • Work seamlessly with the Customer Analytics team to ensure that behavioral consumer data is a foundational element for insights
  • Collaborate with Consumer Insight Advisors and their clients to formulate insights that directly drive specific business objectives, and that are positioned within a broader framework of business performance
  • Support other teams across the Brand, Marketing, Sales, and Consumer Services organization in their efforts to gain insight into customers and competitors
  • Organizational Capability- Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit
  • Talent Management- Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives
7

Heloc Customer Care Research Rep Resume Examples & Samples

  • Communicate with the Call Center via task reports and email responses
  • Communicate with the customers through the resolution of loan issues via email (eGain), telephone and letters
  • Develop and maintain a working knowledge of research procedures and workflows
  • Perform necessary research to distinguish and resolve customer inquiries
  • Utilize task tracking to monitor pending issues and to assign issues to supporting departments
  • Monitor department mailboxes for timely resolutions and responses to emails
  • Process daily/weekly/monthly reports to ensure timely letter generation and account maintenance
  • Support requests such as 1098 generation/maintenance, payoff statement requests, verification of mortgage requests, loan document requests, duplicate billing statements/check images, credit balance refunds, welcome packages/calls (where applicable), etc
  • Support quality control (QC) functions such as outgoing mail QC, billing statement QC/reconciliation, checkbook QC/reconciliation, and Visa card reconciliation
  • Process all incoming and returned mail within department for proper handling
  • Minimum of 2 years previous customer service experience in a financial setting required
  • Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)
8

Customer Research Adjust Rep-home Loans Resume Examples & Samples

  • Ability to think analytically, use strong research skills, and apply best practice/experiences during account research
  • Flexibility and the ability to multi-task and work independently
  • Effective communication skills and ability to think strategically/broadly
  • Basic knowledge of the following applications: Microsoft Word, Excel, Outlook
9

Assistant Director, Customer Research Resume Examples & Samples

  • Direct research experience in the Group Benefits industry with a keen understanding of the landscape, challenges and customers
  • Ability to design, execute and analyze research to uncover key insights and provide business recommendations that drive business results
  • Ability to effectively develop and manage relationships and consult with business unit decision-makers, and influence their decision making
  • Experience and knowledge to advise business partners about the application of marketing research, and the appropriate integration with marketing and business strategy
  • Secondary research experience with the ability to effectively synthesize and share information more broadly throughout all levels of the enterprise
  • Strong leadership skills, taking ownership for their work and working independently
  • Design, manage and analyze primary research projects focused on end consumers and/or insurance brokers and employer customers using both qualitative and quantitative methodologies as appropriate
  • Manage the secondary research function for the Group Benefits organization through both private and confidential industry benchmarking reports and information. Provides analysis and insight into industry, products, areas of focus, and tactics based on secondary market information
  • Maintain familiarity of our proprietary NPS studies, from design through results, in order to have meaningful consultations with the business. Collaborate as necessary with the other team member in Customer Research who conducts these studies
  • Minimum of 5 years of primary marketing research experience on the client or vendor side (including research & advertising, advertising, and innovation firms)
  • Experience in group & worksite benefits industry preferred, financial services and/or business to business marketing research will be considered
  • Ability to design, execute and analyze primary quantitative and qualitative marketing research (e.g., independent questionnaire design, sample plan, methodology/supplier selection, data collection, data analysis, and compelling presentation of information and insights)
  • Creative thinker, problem solver, well organized, and extremely detail oriented. Effective project management and organizational skills, with the ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency
  • Strong writing and verbal skills with the ability to communicate research data/insights in a compelling format. Ability to summarize results with a focus on business implications and decisions, and able to adapt to various audiences and leadership levels
  • Data analysis skills using software such as Excel, SPSS, and/or Tableau
  • Ability to work as a part of a diverse group and to build cooperative, productive relationships with members of the research team, internal business partners and suppliers
  • Interest in and knowledge of evolving marketing research techniques associated with, for example, crowd sourcing, communities, “system 1” thinking, neuroscience, concept testing/optimization, gamification, behavioral economics, and/or mobile ethnography
  • Knowledge of any or all of the following a plus: brand development, brand tracking, positioning, value proposition development, CX (customer experience), user design
  • Of interest is experience and/or willingness to moderate qualitative interviews aimed at understanding customer needs
  • Leadership Skills
10

Assistant Director, Customer Research Resume Examples & Samples

  • Proven ability to design, execute and analyze research to uncover key insights and provide business recommendations that drive business results
  • Ability to effectively develop and manage relationships and consult with business unit leaders, and influence their decision making
  • Design, manage and analyze primary research projects focused on end consumers and/or independent insurance agents using both qualitative and quantitative methodologies as appropriate
  • Independently oversee and guide research for our proprietary agent panels and councils
  • Manage all aspects of our consumer community – this includes being the lead person with our business partners and working closely with our outside supplier to derive maximum benefit and insights
  • Synthesize findings from prior research to address insights needs
  • Minimum of 5 years’ experience in a primary marketing research role on the supplier or client side (can include experience with firms such as advertising agencies, digital agencies, innovation and design)
  • Some experience in financial services and business-to-business marketing research preferred, but not required
  • Ability to design, execute and analyze primary quantitative and qualitative marketing research (e.g., independent questionnaire or discussion guide design, sample plan, methodology/supplier selection, data collection, and data analysis)
  • Solid understanding of the role traditional and evolving marketing research/customer insights plays in strategic decision-making
  • Ability to work as a part of a diverse team and to build cooperative, productive relationships with members of the research team
  • Strong supplier partnership and management, including quality, timelines and budget
  • Interest in and knowledge of evolving marketing research techniques associated with, for example, crowd sourcing, communities, “system 1” thinking, neuroscience, concept testing/optimization, gamification, copy testing, and/or mobile ethnography
  • Deep knowledge of any or all of the following a plus: brand development, brand tracking, positioning, value proposition development, CX (customer experience), user design
  • Of interest is experience and/or willingness to moderate qualitative interviews aimed at understanding user needs and potentially creating personas
  • Leadership Skills (described below)
11

Director, Customer Experience Research Resume Examples & Samples

  • Seven or more years market research-related experience; both supplier and client side marketing research experience a plus
  • Ability to integrate data from various sources
  • Must interface well with multiple levels within the organization
  • Three or more years of experience in the hotel industry with strong knowledge of guest satisfaction data analysis and systems is essential
  • Strong familiarity with guest satisfaction research; experience with hotel guest satisfaction via Medallia, JD Power, ReviewPro a plus
  • Familiarity with hotel performance research; experience with PKF forecasts, STR Global and STR Analytics a plus
  • Proven ability to elevate data insights, conduct analyses and communicate effectively in both written and verbal presentations
  • Strong computer skills including proficiency with Excel, Access, Word and PowerPoint; a good working knowledge of Tableau a plus
  • Some experience in financial or ROI assessment a plus
  • Good analytical skills and a working knowledge of statistics and forecasting methods
  • Strong project management, organizational skills, oral/written communication skills and first rate customer service skills
  • Proven team and cross-functional leadership abilities, including prior management of direct reports
  • BS or BA degree required with MBA or advanced degree in social science/consumer behavior preferred or equivalent years of experience
  • Must be able to uphold Choice’s Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect
12

Research Analyst, Customer Experience Resume Examples & Samples

  • Support other organizational initiatives as required
  • Provide additional support as deemed necessary to the leadership team for successful completion of projects
  • Contribute to a culture of trust and engagement by participating in cultural programs, initiatives and events
13

Customer Insight Research Manager Customer Experience Office Resume Examples & Samples

  • Will manage the proprietary New Account Experience Measurement program and be responsible for the vendor relationships, survey program management and reporting
  • Develop an early alert process to notify leadership of survey findings and insights
  • Continually track and report industry trends and news
  • Develop monitoring and communication plan practices and procedures to support external customer experience study management
  • Collaborate with groups within the Customer Experience Office and subject matter experts on research projects
  • Identify, compile and synthesize large amounts of information and produce well-organized, and actionable reports
  • Deliver compelling, effective presentations to key partners
  • Stay abreast of leading edge customer experience measurement techniques and capabilities
  • Apply Voice of the Customer best practices across measurement program
  • Will be responsible for a $1MM budget
  • Bachelor’s degree required, Masters preferred
  • Management of market research quantitative tracking studies with consumers required, experience with different methodologies preferred
  • Financial services experience preferred
  • Strong analytical and problem solving skills, and case study work preferred
  • Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
  • Experience in leading complex, cross-functional projects
  • Excellent communication and presentation skills, storytelling experience preferred
14

Customer Consultant Research Intelligence Resume Examples & Samples

  • Manage relationships with (key) A&G customers (and Corporate) stakeholders including senior managers and economic buyers and researchers
  • Actively supervise complex engagements as assigned by Global Director of Sales or Regional Sales Director
  • Focused on total renewal growth (so retention and price uplift)
  • Continuously analyze accounts to identify up-sell opportunities in order to grow total revenue base, and pro-actively work with the Account Manager to close them by providing technical product expertise
  • Expand portfolio sales opportunities from primary academic to adjacent market segments-corporate, government, economic development orgs. etc
  • Lead in formulating the customer specific ROI
  • Take lead in coordination of product, academic relations, marketing, and other Elsevier internal teams in client interactions where required on complex engagements to ensure renewals and drive upsells
  • Create and define the specific solution engagement plan for the portfolio with the holistic customer engagement plan owned together with the account manager; main focus on research office as primary owner of the relationships and value
  • Own the post-sales & “implementation” process (i.e. training plan, addressing clients ‘requests and potential issues, etc.)
  • Deliver successfully the onboarding program for new customers and ensure their successful adoption via further roll-out within their organization
  • Monitor economic buyer and other key stakeholders value perception at key strategic accounts, proactively address customer issues within Elsevier and advocate for customer when required
  • Systematically monitor and analyze usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives
  • Monitor (and occasionally ensure delivery) of usage reporting to key customers (including trend analyses) but rather analyze the value delivered
  • Trusted advisor to the customer – in-depth knowledge of the full lifecycle and major economic and policy issues driving university behavior and needs
  • Understanding national and international landscape of research universities and global competition drivers
  • University degree – affinities with Information Management / Computer Science
  • MBA is a plus
  • Ability to resolve technical issues or questions quickly and effectively
  • Encourage cooperation between all members of the team – strong team spirit & drive
  • Researcher background (can be in academia) in specific domain is a plus
  • Background in customer engagement and driving customer adoption (minimum of 2 years)
  • Business fluency in German and English is a must have
  • Experienced in working in an international matrixed organization
  • Frequent travel required (50%)
15

Customer Consultant, Research Intelligence Resume Examples & Samples

  • Can demonstrate all solutions in portfolio to expert end-users, at a feature level comparison against all competitors
  • Trusted advisor to the customer – in-depth knowledge of their very specific research workflow and how they extract value from our solution
  • Stay abreast of development in field and market segment, and share with Elsevier. Active thought-leader in the domain in the specific territory
  • Provide customer feedback to product and marketing teams and plans to help direct marketing efforts in meeting strategic sales objectives
  • Build out network with a given customer – look for additional groups that would benefit from product and get them on to use
  • BA/BS in science or business/marketing; Master’s degree a plus
  • Researcher background beneficial
  • Have used information products in product portfolio, or else similar products
  • Minimum 2-3 years of conceptual sales experience or similar commercial background, including customer engagement and driving customer adoption
  • Experienced in working in an international matrix organization
  • Self-starter
  • Frequent travel required (40%)
  • Experience demonstrating/instructing on the use of software and information tools
  • Deep understanding of researcher workflows in the academic segment
  • Influencing skills – at executive and end-user level
  • Communication skills – both written and spoken
16

Customer Care Research Specialist Resume Examples & Samples

  • Process all aspects of borrower incoming and outgoing correspondence
  • Assist in the generation of all outgoing borrower statements, letters and notifications
  • Handles research processes for Customer Care Department
  • Process all incoming Servicing inquiries from internal Freedom Mortgage employees
  • Experience in written communication
  • Responsible for credit bureau reporting and disputes
  • Fiserv experience is a plus
  • Some College/Associates Degree or equivalent from two-year College or Technical School; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience
  • Experience in a mortgage servicing environment
17

Director, Customer Research & Insights Resume Examples & Samples

  • A minimum of 10 years of customer measurement, research, and analytics with time spent in Retail
  • A minimum of 5 years of holding a leadership position with an organization
  • Deep background in statistics, survey and research methodology, and customer analytics
  • Proven experience translating data and analysis into actionable business insights and presenting this to senior executives
  • Ability to understand volumes of customer data from multiple sources and to translate that into actionable ideas and improvements
  • Strong cross-functional and senior leader influencing skills
  • Strong, action-orientation, balanced with effective partnerships across the organization
  • Outstanding verbal and written skills, with the ability to present data and conclusions in an organized and concise manner at all levels throughout the company
  • Professional, reliable, passionate, self-motivated, and demonstrated ability to work well under pressure with all groups, while addressing people courageously, directly and candidly
  • Minimum age of 18
  • Must be authorized to work in the U.S
  • An effective leader who has the vision & drive to try new approaches based on a combination of data, experience and instincts
  • Strong leadership, team-building, and personnel management experience
18

Customer Care Manager of Research & Correspondence Resume Examples & Samples

  • Ensures all tasks are completed within Federal and State regulatory timeframes
  • Develops and implements initiatives that will increase efficiency while improving customer service
  • Management of processing all aspects of borrower incoming and outgoing correspondence
  • Management of credit bureau reporting and disputes
  • Negotiates solutions and acts as a liaison with internal and external partners when necessary
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost-effective and excellent service to our customers
  • Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management
  • Identifies and analyzes escalated problems and provides guidance to team members for resolution
  • We offer competitive salaries, an excellent benefit package including medical, dental, vision, and (401k)!*
19

Customer Care Research Specialist Resume Examples & Samples

  • HS Diploma or GED required
  • 3-5 years experience in customer research/correspondence
  • Some College/Associates Degree or equivalent from two-year College or Technical School; or equivalent combination of education and experience
20

Customer Insight Research Manager Resume Examples & Samples

  • Experience working with Market Research/Analytical/Customer Data role
  • Data literate and analytical, proven track record of combining multiple sources of data to produce compelling and consise, evidence based insight
  • A competitive salary, benchmarked against our competitors, which will grow as you do
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • 50% off our Home, Motor and Pet insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
21

Customer Insight Research Manager Customer Experience Office Resume Examples & Samples

  • Manage proprietary studies aimed at understanding, measuring, and enhancing the U.S. Bank Business Banking client experience
  • Socialize Business Banking market trends and competitive positioning to senior business leaders
  • Manage and build relationships with key Business Banking stakeholders
  • Collaborate with Voice of the Customer management to provide a holistic view of U.S. Bank’s loyal Business Banking client base
  • Will be responsible for the vendor relationships, survey program management and reporting
22

Customer Research Senior Analyst Resume Examples & Samples

  • Undertake allocated parts of Travelport’s VoC/NPS program end-to-end, including tracking and explaining NPS and other customer experience scores, customer feedback and sentiments, key drivers and other relevant key performance indicators. Ensure these include the development and delivery of customer journey maps for Travelport’s lines of business, persona validation and customer win/loss analysis
  • Become fully competent in the use of the customer experience platform and be fully aware of the associated Travelport systems with inputs into this such as CRM, ASK, etc. including any limitations
  • Conduct extensive research analysis of results including but not limited to global, regional, and country level reviews
  • Together with the Customer Rearch Senior Manager (CRSM) identify new customer insights by applying trends analysis, multi-channel data sources, customer journeys, focused interviews, Travelport’s Customers Feedback Panel, etc. Continuously innovate to help stakeholders better identify and address customer needs across various touchpoints. Drive improvements in VoC/NPS processes
  • Support the CRSM in utilizing and extending Travelport’s Customer Feedback Panel, including creation of online B2B and B2C communities
  • Utilize Business Model Canvas and Value Proposition Development (and associated terminology) in the validation of personas, customer journeys, etc
  • Work independently and as part of a team to drive assigned research projects, including conceptualization, design, execution, analysis and production of end deliverables
  • Create / present high quality research summaries with qualitative thought-provoking analysis and impactful insights, opinions and actionable recommendations
  • Remain abreast of research tools, survey technology and tools for conducting research
  • Maintain up to date knowledge of the global travel industry, channels, segments types, and markets as assigned
  • Manage research according to approved budget including managing primary research vendors as required
  • Any other duties that may reasonably be required
  • Honours graduate, ideally with a post graduate degree and or professional qualification 3-5 years’ experience ideally gained within a global company environment within the travel industry
  • Highly experienced in quantitative information gathering with excellent analytical and dissemination skills; has the ability to dive into detail and critically analyse key issues, identify insights and develop actionable recommendations
  • Excellent numerical, financial analysis and modelling skills; strong critical thinking, problem solving and extrapolation skills
  • Aptitude for questioning information for validity
  • Ability to see the big picture and understand how the company can utilise the information to meet commercial and strategic objectives
  • Ability to think strategically but equally as important is the attention to detail and a passion for delivering accurate, timely and high integrity data and information
  • Goal orientated with track record of delivering high quality work, often to challenging timescales
  • Self-motivated, with the ability to plan and schedule own work and manage conflicting priorities. Ability to multitask and prioritise within a complex matrix environment
  • Communication skills must be of the highest level: written, verbal and interpersonal, as is the ability to work effectively with individuals at all levels of the organization
  • Ability to communicate insights and actions in a compelling and creative ways
  • Team player with high level of professionalism and integrity
  • Familiar with Net Promoter and other customer satisfaction methodologies
  • Knowledge of a variety of survey tools
  • Advanced SPSS and Microsoft Excel skills with experience of data manipulation, pivot tables, macros and VBA
  • Expert level Microsoft PowerPoint
  • Knowledge of latest data analytical and presentation tools such as PowerBI, Qlikview, an advantage
23

Customer Research & Insights Specialist Resume Examples & Samples

  • Approximately 3-5 years' experience in a market research role
  • Involvement in Customer Experience or brand related research
  • Experience using statistical software (such as Q, SPSS) and research production platforms (such as Qualtrics) is essential
  • Good communication, business acumen, and stakeholder management skills
  • To be successful in this role you will be self-motivated, a customer advocate, and be passionate about the business outcomes from the insights you develop
24

Customer Care Loan Research Specialist Resume Examples & Samples

  • Completes inquiries timely and correctly, answers phone inquiries accurately and able to work with minimal supervision
  • Consistently maintains professional telephone and email etiquette
  • Uses all available systems and resources to review and interpret customer loan inquiries
  • Ensure the security of customer information by performing customer authentication when required
  • Identify and resolve basic to advance loan inquires using listening, critical thinking and probing skills within timeframes
  • Develop and maintain a proficient working knowledge of all products and services
  • Maintain and Exceed required performance standards and quality service expectation levels
  • Provide support by performing additional duties and tasks as needed or assigned, maintaining a positive work environment
  • Consistently maintain a professional, courteous, and pleasant tone in all situations
  • Keep customers aware of changes in bank services, practices and other factors affecting their account relationship
  • Maintain a broad awareness of other technologies in the rapidly changing environment of financial services
  • Offering suggestions that may increase efficiency within the Customer Care Center to support loan inquiries from customers
  • Working knowledge of banking computer software and MS Office
  • Proven working experience in loan related areas
  • Balance between customer satisfaction and a results driven approach
  • Experience/ Knowledge Requirement’s
25

Customer Experience Research Analyst Resume Examples & Samples

  • This is a Contract Assignment initially scheduled to run for about 4 Months, with the possibility of longer term employment
  • Hourly Pay Rate will be $24.00 per hour
  • Work days / hours are typically Monday through Friday 8:00 AM to 6:00 PM
  • NO CORP-TO-CORP INQUIRIES PLEASE
  • Prepare user research approach for customer trials
  • Create research tools, for example, surveys and test scripts necessary to conduct research
  • Conduct research activities, such as in-depth surveys, one-to-one interviews, focus groups, heuristic evaluations etc
  • Compile and document findings of the research and identify patterns and trends
  • Present research findings in a clear, concise and compelling manner
  • Self-manage own tasks and schedules
  • Logistics coordination for customer trials research
  • 5+ years of experience in Customer/User Experience research (Undergraduate degree in customer/user experience or related field)
  • Usability testing experience a must
  • Strong survey building skills and experience is essential
  • Gathering and analyzing user feedback experience required
  • Data visualization experience a plus
  • Experience with contextual inquiries, one-to-one interviews, focus groups, heuristic evaluations, field studies…a plus
  • Attention to detail and accuracy, commitment to delivering highly-polished results
  • Ability to communicate effectively in writing, verbally and as a presenter
  • Familiar with video and mobile products, standards and technologies a plus
  • Fluency with UX/CX conventions and standards
  • Self-motivated and self-managed with a high degree of analytical ability and intellectual curiosity
  • Ability to support more than one effort at the same time, with shifting priorities and ad-hoc requests
  • Strong interpersonal skills and the ability to collaborate with others in a cross-functional team
  • Ability to work both independently with limited direction and within the constraints of a project team
26

Customer Experience Research Manager Resume Examples & Samples

  • Transforming customer experiences at Barclays
  • Designing surveys and collaborating with research agencies to deliver high quality customer feedback
  • Producing insightful presentations that influence senior decision making
  • Supporting a senior research manager in building strong stakeholder relationships across a segment
  • Working in close partnership with customer experience teams to activate research recommendations
  • Helping to create competitive advantage through the use of leading-edge analytics
  • Strong research experience, as well as exceptional briefing skills and a good eye for detail
  • A full understanding of how to use research to improve customer satisfaction
  • Strong communication and writing skills, including negotiations with external and internal stakeholders, as well as excellent presentation skills at leadership level
  • A reasonable knowledge of financial services in order to be able to understand the needs of our clients and the requirements of the business
  • Experience of analytics would be useful, but not essential
  • Business awareness, and the ability to interpret and make strong and relevant business recommendations from the results of complex analysis
  • Application: On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready
  • CV Review: If you meet the criteria for the role you’ve applied for, a member of our team will be in touch to conduct a short telephone interview to explore your application in greater detail
  • Assessment: If your application is successful at this stage, we’ll ask you to complete an online Situational Judgment Test to explore your alignment to the Barclays Values and Competencies. Your recruiter will be able to provide further information about the test
27

Customer Care Research Analyst Resume Examples & Samples

  • Have strong Medi-Cal billing knowledge
  • Experienced working with Microsoft Excel, Powerpoint and Word
  • Excellent writing skills, and knowledge of basic statistics
  • Be able to work independently and collaboratively within a team,
  • Utilize effective time management skills, and be able to perform in a fast-paced dynamic environment
  • Be able to manage multiple priorities at one time
  • Be dependable and have outstanding attendance
  • Create a report that tracks all questions and comments from emails
  • Set up an automated response back to the providers confirming
  • Message received
  • Create a status report on the Services to present to the SDN Project
  • Team
  • Provide responses to the questions for DHCS to review and approved
  • Create survey templates and send to the provider community
  • Create a tracking log for all survey questions and comments for
  • Presentation
  • Provide a post implementation report for tracking billing activities
  • Create SOP for all internal processes
  • Track and report all activity regarding provider issues received from
  • Set up an email address for accepting question and comments from Providers
  • Manage customer meetings for each SDN
  • Track top ten (10) provider billing activities by ongoing contact
  • Attend all code conversion SDN meetings
  • Take meeting minutes, if necessary
  • Cross train on all positions within the unit
  • Develop Business Relationship with Customer
  • Acts as a resource for team members with less experience
28

Customer Consultant, Research Intelligence Resume Examples & Samples

  • You are responsible for customer satisfaction and for ensuring value and use of the Elsevier research Intelligence solutions portfolio for renewal revenue growth and maximizing customer retention
  • Drive successful implementation and adoption of the solution portfolio in your territory
  • Act as a trusted advisor to the customer by providing in-depth product training, support and guidance directly aligned to the specific research workflow and customer objectives to ensure our solutions positively impact their research decisions and outcomes
  • Uncover, analyze, and upsell opportunities at the account, plus support the account team with the preparation of tailored renewal value stories, including demonstration of product value and ROI
  • On-going monitoring of customer to ensure increasing value and minimize attrition risk
  • Bench mark, set targets, and systematically monitor usage with the customer, develop an action plan where usage is not meeting targets
  • Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training in line with customer engagement plan
  • Identify, support and develop champions and advocates within the customer environment. Ensure that they communicate the impact our solutions on the research outcomes
  • Help to improve product and solutions by giving feedback and getting involved in the product development process
29

Customer Verification & Research Risk Analyst Resume Examples & Samples

  • Verifying our client's identity and tax payer identification
  • Conducting risk-based investigative searches
  • Implementing Fraud Detection--ID Theft Prevention
  • Working with 3rd party and/or vendor provided solutions
  • Corresponding with internal business partners
  • Answering hotline calls and sending letters
30

Customer Experience Research Manager Resume Examples & Samples

  • Drive the CE governance research model among the key Card journeys and products
  • Evolve the different methodologies and ways to gather consumer feedback for both product and customer experience engagements within Citi Branded Cards
  • Able to articulate a deep understanding and knowledge of various ways to collect customer insights. Fluently speak to how research impacts the CE governance model
  • Build strong relationships across key stakeholders and 3rd party research vendors as part of the CE Governance model
  • Bachelor’s degree in relevant field of study
  • 3-5 years customer insights and research background
  • Must be a passionate advocate for the customer and a champion for change, willing to speak up and challenge the status quo in order to build a truly customer-centric organization and culture
  • Demonstrates a deep understanding and insight of user behavior, needs and motivations
  • Excellent relationship management skills and the ability to work effectively across teams and business partners
  • Strong communication and influencing skills; able to work effectively at all levels in an organization and establish and maintain strong relationships
  • Ability to challenge potential internal brand strategies that are not based on consumer insights
  • Ability to draw upon user data, research and business objectives to generate user interface concepts that enable seamless, fluid, relevant and engaging experiences for users
  • Passionate about delivering high quality customer experiences
  • Strong written and verbal communication skills with the ability to influence effectively
  • Proven ability to drive results while managing multiple projects and business partners (internal and external)
  • Demonstrates creative thinking with ability to transform the business
  • Ability to work enthusiastically with people outside of their immediate team to drive consensus and results
  • Ability to work a fast paced environment and able to juggle several projects at a time
  • Demonstrates ability to synthesize, prioritize and drive results with a strong sense of urgency
31

Customer Research & Insight Lead Resume Examples & Samples

  • Advice business units on research needs and on best practices in the market
  • Understand trends in customer research methodologies and update or create best practice resources (templates and guides) to support the wider business
  • Plan and conduct qualitative and quantitative research using a variety of methodologies including surveys, workshops, interviews, and desk research
  • Maintain project communication throughout the project measured by correspondence in project folder and stakeholder feedback
  • Develop/improve training resources and deliver training to meet project needs and requests for internal project/department team development
32

Customer Research & Insights Leader Resume Examples & Samples

  • Establish, oversee and direct customer and market research programs including but not limited to customer journey monitoring, customer/consumer panel management, and loyalty tracking to continuously develop insights that drive CX improvement opportunities, retention strategy and product/service development. Identify, operationalize and mature KPIs to ensure effective translation of insights into action delivering desired outcomes
  • Proactively identify gaps in customer and marketplace understanding and executes plans to fill the gaps
  • Drive collaborative and strategic initiatives with Customer Experience, Marketing, Product, Corporate Planning, and Business Segments teams to successfully translate customer insights into effective business strategy
  • Champion customer-centric insight-driven innovation. Provide insights related to opportunity identification, ideation, idea screening, concept & communication testing and competitive benchmarking
  • Determine and assign appropriate application of strategic research tools for marketing and product decisions such as segmentation, concept testing, conjoint analysis and brand tracking
  • Structure, package and deliver insight presentations for various levels of the organization including Executive Leadership Team
  • Build, revise and deliver a training curriculum for research techniques and results interpretation for Customer Advocacy/Customer Experience, Marketing, Product, Continuous Improvement, Corporate Planning, and Business Segment colleagues as well as provide 1:1 mentoring to improve Customer Advocacy team knowledge and capabilities
  • Demonstrate the Customer Advocacy value proposition by linking strategic and financial significance to decisions and improvements anchored in customer insights
  • MBA or advanced degree in social science, business and/or market research preferred
  • 10+ years of experience in executing quantitative and qualitative research experience and deployment of research methodologies (not just managing vendors)
  • Demonstrated experience with quantitative and qualitative research methods and research suppliers
  • Extensive experience with CX platforms and customer experience programs
  • Strong interpersonal, writing and presentation skills; ability to communicate effectively with all levels within the organization
  • Ability to influence and direct activities outside direct control; strong partnership and collaboration skills
  • Excellent relationship building and prioritization skills
  • Able to work in a fast-paced, matrix environment
33

Customer Research Analyst Resume Examples & Samples

  • Analysis of quantitative and qualitative data
  • Identifying appropriate data collection methodologies to support client needs
  • Developing data collection instruments
  • Presentation of accurate, actionable results
  • Participation in cross functional teams to provide the customer perspective for various initiatives
  • Client orientation with experience in all aspects of market research
  • Being a creative problem solver with strong verbal and written communications skills
  • Strong attention to detail, but also the ability to see beyond the details of your own particular responsibilities and understand broader company goals and strategies
  • Ability to effectively manage multiple ongoing projects simultaneously
  • Bidding out projects and evaluating proposals
  • Designing quantitative/qualitative research materials
  • Developing sampling strategies and managing sample files
  • Developing data collection strategies
  • Analyzing results
  • Providing written and oral presentations of results